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Service-level agreement

Index Service-level agreement

A service-level agreement (SLA) is a commitment between a service provider and a client. [1]

37 relations: Call centre, Carrier cloud, CISQ, Cloud computing, Dedicated hosting service, Incumbent local exchange carrier, Internet service provider, IT cost transparency, IT service management, ITIL, Jitter, Local area network, Maintenance window, Mean time between failures, Mean time to recovery, Mean time to repair, Network monitoring, Network service provider, Operational-level agreement, Outsourcing, Outsourcing relationship management, Performance metric, Quality of service, Service level, Service level objective, Service level requirement, Service-oriented architecture, Shared web hosting service, Software quality, Telecommunications Act of 1996, Telephone company, Throughput, Time, Turnaround time, Uptime, Virtual private server, Web service.

Call centre

A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone.

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Carrier cloud

In cloud computing a carrier cloud is a class of cloud that integrates wide area networks (WAN) and other attributes of communications service providers’ carrier grade networks to enable the deployment of highly demanding applications in the cloud.

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The Consortium for IT Software Quality (CISQ) is an IT industry leadership group that develops international standards for automating the measurement of software size and software structural quality from system source code.

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Cloud computing

Cloud computing is an information technology (IT) paradigm that enables ubiquitous access to shared pools of configurable system resources and higher-level services that can be rapidly provisioned with minimal management effort, often over the Internet.

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Dedicated hosting service

A dedicated hosting service, dedicated server, or managed hosting service is a type of Internet hosting in which the client leases an entire server not shared with anyone else.

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Incumbent local exchange carrier

An incumbent local exchange carrier (ILEC) is a local telephone company which held the regional monopoly on landline service before the market was opened to competitive local exchange carriers, or the corporate successor of such a firm.

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Internet service provider

An Internet service provider (ISP) is an organization that provides services for accessing, using, or participating in the Internet.

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IT cost transparency

IT cost transparency is a new category of information technology management software and systems that enables enterprise IT organizations to model and track the total cost to deliver and maintain the IT Services they provide to the business.

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IT service management

IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers.

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ITIL (formerly an acronym for Information Technology Infrastructure Library) is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

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In electronics and telecommunications, jitter is the deviation from true periodicity of a presumably periodic signal, often in relation to a reference clock signal.

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Local area network

A local area network (LAN) is a computer network that interconnects computers within a limited area such as a residence, school, laboratory, university campus or office building.

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Maintenance window

In information technology and systems management, a maintenance window is a period of time designated in advance by the technical staff, during which preventive maintenance that could cause disruption of service may be performed.

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Mean time between failures

Mean time between failures (MTBF) is the predicted elapsed time between inherent failures of a mechanical or electronic system, during normal system operation.

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Mean time to recovery

Mean time to recovery (MTTR) is the average time that a device will take to recover from any failure.

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Mean time to repair

Mean Time To Repair (MTTR) is a basic measure of the maintainability of repairable items.

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Network monitoring

Network monitoring is the use of a system that constantly monitors a computer network for slow or failing components and that notifies the network administrator (via email, SMS or other alarms) in case of outages or other trouble.

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Network service provider

A network service provider (NSP) is a business or organization that sells bandwidth or network access by providing direct Internet backbone access to internet service providers and usually access to its network access points (NAPs).

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Operational-level agreement

An operational-level agreement (OLA) defines the interdependent relationships in support of a service-level agreement (SLA).

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In business, outsourcing is an agreement in which one company contracts its own internal activity to a different company.

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Outsourcing relationship management

Outsourcing relationship management (ORM) is the business discipline widely adopted by companies and public institutions to manage one or more external service providers as part of an outsourcing strategy.

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Performance metric

A performance metric measures an organization's behavior, activities, and performance.

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Quality of service

Quality of service (QoS) is the description or measurement of the overall performance of a service, such as a telephony or computer network or a cloud computing service, particularly the performance seen by the users of the network.

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Service level

Service level measures the performance of a system.

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Service level objective

A service level objective (SLO) is a key element of a service level agreement (SLA) between a service provider and a customer.

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Service level requirement

In Software Development / IT, a Service Level Requirement (SLR) is a broad statement from a customer to a service provider describing their service expectations.

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Service-oriented architecture

A service-oriented architecture (SOA) is a style of software design where services are provided to the other components by application components, through a communication protocol over a network.

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Shared web hosting service

Shared web hosting service refers to a web hosting service where many websites reside on one web server connected to the Internet.

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Software quality

In the context of software engineering, software quality refers to two related but distinct notions that exist wherever quality is defined in a business context.

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Telecommunications Act of 1996

The Telecommunications Act of 1996 was the first significant overhaul of telecommunications law in more than sixty years, amending the Communications Act of 1934.

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Telephone company

A telephone company, also known as a telco, telephone service provider, or telecommunications operator, is a kind of communications service provider (CSP) (more precisely a telecommunications service provider or TSP) that provides telecommunications services such as telephony and data communications access.

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In general terms, throughput is the maximum rate of production or the maximum rate at which something can be processed.

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Time is the indefinite continued progress of existence and events that occur in apparently irreversible succession from the past through the present to the future.

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Turnaround time

In general, turnaround time (TAT) means the amount of time taken to fulfill a request.

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Uptime is a measure of the time a machine, typically a computer, has been working and available.

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Virtual private server

A Virtual Private Server (VPS) is a virtual machine sold as a service by an Internet hosting service.

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Web service

The term web service is either.

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[1] https://en.wikipedia.org/wiki/Service-level_agreement

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