The objective of the SLA Management Handbook series is to assist two parties in developing a Service Level Agreement (SLA) by providing a practical view of the fundamental issues. The parties may be an “end” Customer, i.e., an Enterprise, and a Service Provider (SP) or two Service Providers. In the latter case one Service Provider acts as a Customer buying services from the other Service Provider. For example, one provider may supply network operations services to the provider that supplies leased line services to its customers. These relationships are described as the Customer-SP interface and the SP-SP interface.
The perspective of the SLA Management Handbook series is that the end Customer, i.e., an Enterprise, develops its telecommunication service requirements based on its Business Applications. These requirements are presented to a Service Provider and the two parties begin negotiating the specific set of SLA p...