SERVICE LEVEL

AGREEMENT
(SLA)
 • A service level agreement (SLA) usually refers
to the contract between an end-user and a
service provider. A completed SLA provides
information on specifics, maintenance and
other features pertaining to what the customer
will receive as a part of the commitment with a
Definition : provider .

• The most common component of an SLA is

that the services should be provided to the
customer as agreed upon in the contract. 

https://www.givainc.com/blog/index.cfm/2017/7/14/Understanding-the-Basics-of-Service-Level-Agreements#:~:text=A%20service%20level%20agreement%20(SLA,the%20commitment%20with%20a%20provider.
 • Customer-Based SLA: An agreement with an individual
customer group, covering all the services they use. (IT service
provider) and the finance department of a large organization.

• Service-Based SLA: An agreement for all customers using the

services being delivered by the service provider. (A mobile

3 types of SLA: service provider or a email system in a large organization)

• Multilevel SLA: The SLA is split into the different levels, each
addressing different set of customers for the same services, in the
same SLA
 1. A complete and concise description of services and
maintenance

2. Responsiveness of requests for service

3. The reliability of the particular product

4. An established problem reporting procedure

6 Core Aspects that 5. Guidelines pertaining to who will be responsible for
SLA Try to Satisfy monitoring performance and collected information

6. Ensure there is a clear understanding of limitations

and the potential causes for termination of the SLA
https://aws.amazon.com/agreement/
AWS in Numbers
• Amazon controls 33% of the market, leaving its closest competitors Microsoft (2nd with
18%) and Google (3rd with 9%) far behind.

• Amazon is running an “operating system” that powers some of today’s most important
technologies such as virtual reality, machine learning, and even quantum computing.

• AWS is used by over 1 million companies—including tech giants Apple, Netflix ,

and Facebook.