Service Level Agreement (SLA) and Service Level Management (SLM)
The SLA acts as an agreement between the customer and the IT Center for the operation of an IT service. By IT service the IT Center refers to a service that can be used by customers, that supports the customer's business processes and secures their working ability. By establishing IT service management processes, the IT Center can ensure the customer-oriented and quality-assured operation of the IT services. By means of this SLA, framework conditions that apply to the operation of the IT services can be determined and agreed on by both sides.
The binding SLA is concluded when a server is ordered.