Õ: kohati käibiv "teenustase"
viitab tasemele kui eraldi teenusele

olemus
ISO/IEC 20000, ISO/IEC/IEEE 24765 jt::
teenuseandja ja kliendi vaheline
dokumenteeritud kokkulepe, mis
piiritleb teenused ja teenusesihid
= documented agreement between a service provider and a customer that identifies services and service targets

ISO 17800:
teenuselepingu osa,
milles on teenusetase ametlikult kokku lepitud
= a part of a service contract where the level of service is formally agreed upon

ISO/IEC 17788:
teenuseandja ja kliendi vaheline dokumenteeritud kokkulepe:
- piiritleb teenused ja teenusesihid
- võidakse sõlmida ka teenuseandja ja tarnija
(või sellena toimiva sisemise üksuse või kliendi) vahel
- võidakse lülitada lepingusse või
muusse dokumenteeritud kokkuleppesse
= documented agreement between the service provider and customer that identifies services and service targets
Note 1. A service level agreement can also be established between the service provider and a supplier, an internal group or a customer acting as a supplier.
Note 2. A service level agreement can be included in a contract or another type of documented agreement.

ülevaateid
https://en.wikipedia.org/wiki/Service-level_agreement

https://blog.masterofproject.com/3-types-sla/

http://it.unm.edu/sla/

https://www.contractscounsel.com/t/us/service-level-agreement

https://www.template.net/business/agreements/sample-service-level-agreement-template/

vt ka
- pilvteenusetaseme lepe