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2. Service-level agreement - Wikipedia

   en.wikipedia.org/wiki/Service-level_agreement

   A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:

3. Operational-level agreement - Wikipedia

   en.wikipedia.org/wiki/Operational-level_agreement

   An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.

4. Service level - Wikipedia

   en.wikipedia.org/wiki/Service_level

   Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability; Service Level Agreement (SLA): contract based on these objectives; a sample clause may be "if availability is 99% to 99.95% in a given month, the customer gets 10% off their monthly bill". [5] SLIs form the basis of SLOs, which in turn form the basis ...

5. Master service agreement - Wikipedia

   en.wikipedia.org/wiki/Master_service_agreement

   A master agreement delineates a schedule of lower-level service agreements, permitting the parties to quickly enact future transactions or agreements, negotiating only the points specific to the new transactions and relying on the provisions in the master agreement for common terms.

6. Service-level objective - Wikipedia

   en.wikipedia.org/wiki/Service-level_objective

   A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...

7. Terms of reference - Wikipedia

   en.wikipedia.org/wiki/Terms_of_reference

   This phrase "terms of reference" often refers to the task(s) assigned to a consultant or adviser. Such a consultant or adviser may be engaged via a contract with general terms of engagement that also incorporate the terms of reference that specifically describe the consultant's task. [6]

8. Contract - Wikipedia

   en.wikipedia.org/wiki/Contract

   A bilateral contract is an agreement in which each of the parties to the contract makes a promise or set of promises to each other. [32] For example, in a contract for the sale of a home, the buyer promises to pay the seller $200,000 in exchange for the seller's promise to deliver title to the property.

9. Managed services - Wikipedia

   en.wikipedia.org/wiki/Managed_services

   A managed IT services provider is a third-party service provider that proactively monitors & manages a customer's server/network/system infrastructure, cybersecurity and end-user systems against a clearly defined Service Level Agreement (SLA). [7]