〈   Contracts and audit
Contracts and SLAs

Chapter 1.2

What is an SLA?

A Service Level Agreement (SLA) is a type of contract entered into between a supplier and a company, in which the former undertakes to provide the latter with a given level of service over time.

An SLA consists of clauses stipulated in a contract which will precisely specify the objectives expected by the customer, as well as the service level that the latter would like to receive from the service provider. It also lays down the responsibilities of the parties.

In recent years, the SLA has become a vital instrument for customers wanting to benefit from maximum security when it comes to the storage and management of their data. To ensure that an SLA is effective, both parties must review a number of key components and define them precisely.

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