SLAsopimukset

SLAsopimukset, or Service Level Agreements (SLA), are formal agreements between a service provider and a customer that define the expected level of service. The purpose is to document service expectations, establish accountability, and provide measurable criteria to assess performance. An SLA specifies the services covered, the performance targets, the methods for measuring performance, reporting requirements, and remedies if targets are not met. Common metrics include availability or uptime, response and resolution times, throughput, and customer support response windows. Security, data protection, incident handling, and business continuity are often included as well. In Finnish contexts the term SLA-sopimus or palvelutasosopimus is commonly used.

Types of SLAs include external SLAs between a provider and a customer, internal SLAs (operational level agreements) among internal teams to support external commitments, and underpinning contracts that relate to third‑party suppliers.

A typical SLA covers several components: scope and service catalog; targets and measurement details; data sources and reporting frequency; governance, roles and responsibilities; incident and problem management; change management; security and compliance; data handling and privacy; and termination or renewal terms. It may also authorize service credits, penalties, or other remedies for missed targets.

Measurement and enforcement involve collecting performance data against defined windows and reporting results to the customer at agreed intervals. Exclusions can include planned maintenance, force majeure, or circumstances beyond the provider’s control.

Lifecycle considerations include drafting during service design or procurement, negotiation at contracting, implementation at service launch, and ongoing reviews and renegotiation at renewal or upon significant changes in service scope.