Service level agreements

A service-level agreement (SLA) is a negotiated agreement between the government and service provider. The SLA records a common understanding about services, priorities, responsibilities, guarantees, warranties and enforcement mechanism.


Framework for Designing SLAs for e-Government Projects pdf 1.52 mb
With the increasing realization that e-Government is more about providing efficient and convenient services to the stakeholders than acquisition of IT assets, Government agencies are preferring to procure a set of services conforming to specified service
Keywords : J Satyanarayana, service level agreement, SLA, vendor, service level objectives, SLO, service level management, SLM
Posted : 1st May, 2009