Service level agreement

Service level agreement

A formal agreement between an internal provider and an internal receiver (customer).

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Part of Speech: noun
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Blossary:
Industry/Domain: Quality management
Category: Six Sigma
Organization: ASQ
Product:
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Related terms

service level agreement (SLA)

Convention; Conferences

Usually an adjunct document to a vendor contract.

service level agreement

Professional careers; Sales

A sales contract's clause that defines a guaranteed level of service and any penalties or adjustments should the level of guaranteed service not be met by the providing ...

service level agreement

Software; Productivity software

An agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other.

service level agreement (SLA)

Software; Globalization software service

A contract between a customer and a service provider that specifies the expectations for the level of service with respect to availability, performance, and other measurable ...

service level agreement time

Computer; Operating systems

The amount of time an alert can remain in an alert resolution state before it becomes a service level exception.

service level agreement

Computer; Operating systems

An agreement between two or more parties describing the deliverables, support, and communication that each party will provide to the other.

strategic planning

Quality management; Six Sigma

The process an organization uses to envision its future and develop the appropriate strategies, goals, objectives and action plans.

company culture

Quality management; Six Sigma

A system of values, beliefs and behaviors inherent in a company. To optimize business performance, top management must define and create the necessary culture.

QEDS Standards Group

Quality management; Six Sigma

The U.S. Standards Group on Quality, Environment, Dependability and Statistics consists of the members and leadership of organizations concerned with the development and effective ...

total quality management (TQM)

Quality management; Six Sigma

A term first used to describe a management approach to quality improvement. Since then, TQM has taken on many meanings. Simply put, it is a management approach to long-term ...

control chart

Quality management; Six Sigma

A chart with upper and lower control limits on which values of some statistical measure for a series of samples or subgroups are plotted. The chart frequently shows a central line ...

dissatisfiers

Quality management; Six Sigma

The features or functions a customer expects that either are not present or are present but not adequate; also pertains to employees’ expectations. Distribution (statistical): The ...

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