servicelevel

Service level, sometimes written as servicelevel, refers to the agreed quality attributes of a service between a provider and a customer. In IT service management and cloud contracts, service levels are formalized in a service level agreement (SLA) and are used to set expectations and measure performance. The term is also used to describe the level of service delivered for a particular function or interface.

Core concepts: Service level indicators (SLIs) are quantitative metrics that measure a service aspect, while service level objectives (SLOs) are the targets for those metrics. The SLA consolidates defined SLIs and SLOs, along with responsibilities, reporting intervals, remedies such as service credits, and the terms applying when targets are not met.

Common metrics include availability, latency, error rate, support response time, incident resolution time, and recovery objectives (RTO/RPO). Some SLAs also specify capacity limits, throughput, or customer satisfaction targets.

Management: Service level management is a governance process responsible for defining, documenting, agreeing, monitoring, and reviewing service levels. The service level manager oversees the process and coordinates with customers and service teams. Regular service reviews help maintain alignment with changing needs and capabilities.

Context and use: SLAs are common in IT services, cloud providers, telecoms, outsourcing, and enterprise software. They can be legally binding contracts or part of a negotiated agreement. Realistic SLAs require accurate measurement, reliable monitoring, and clear reporting.