SLA

< Service Level Management
 * Dutch: SLA (NL)
 * Wikipedia: https://en.wikipedia.org/wiki/Service-level_agreement

A service-level agreement (SLA) is defined as an official commitment that prevails between a service provider (Dutch: aanbieder van dienst/ product) and a client (afnemer van een dienst/ product). Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.

Best practices

 * Availability: In this cloud based world availability is very important. Describe in your SLA how availability is measured. Also ask for a periodically report and agree that you have the right to check if the availability reports are correct.
 * Monitoring: In case of interfaces who is responsible for monitoring.
 * Periodic meetings: The goal of an SLA should be the improvement of the service. Agree to plan a periodic meeting. For example each quarter. It is a best practice to let the technology partner initiate and prepare the meeting. Zie Kwartaalmeeting voor meer info.
 * Release management
 * Signing: Add in the SLA that the agreement is only valid if the document is signed by for instance the manager of the business domain and head IT.