| service level agreement (CRM-BTX-CTR) |
An agreement with the customer for the assurance of a specific service within a predefined period of time.
Service Level Agreements (SLA) define the attributes for service products (for example, maintenance, Hotline) that have been agreed upon with the customer in service contracts. The SLA confirms different parameters, such as response time, availability time and system availability.
The SLA effects the pricing for each contract item and the date calculation in the service order, to which the relevant contract items refer.