Service Level Agreement (SLA) and Service Level Management (SLM):

The SLA serves as an agreement between the customer and the IT center for the operation of an IT service. By IT service, the IT center understands a customer-perceptible service that supports the customer's business processes and ensures their operational capability. By establishing IT service management processes, the IT Center ensures customer-oriented and quality-assured operation of the IT service. This SLA defines and agrees the framework conditions for both sides that apply to the operation of the IT service.