IIA-Australia Factsheet - Service Level Agreements

Author	IIA-Australia
Date	2024
Topics Explored	Governance
Format	Factsheet
Extract/Description	Service level agreements can be used for almost any service provided by a service provider to a client. They are commonly used for technology services provided to clients. The idea is to put in place an agreement for the services to be provided by a service provider to a client.
Key Points	A service level agreement can be defined as an agreement between a service provider and a client setting the service and associated service standards the service provider will deliver to the client and the conditions around that delivery. A service level agreement should work smoothly for the mutual benefit of both parties – the client and the service provider.
Relevant Industries	All
Level of Assumed Knowledge	Intermediate