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2. Service-level agreement - Wikipedia

   en.wikipedia.org/wiki/Service-level_agreement

   A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships).

3. 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 ...

4. 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 ...

5. 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.

6. Statement of work - Wikipedia

   en.wikipedia.org/wiki/Statement_of_work

   The master service agreement serves as a master contract governing the terms over potentially multiple SOWs. Sometimes it refers to scope of work. For instance, if a project is done on contract, the scope statement included as part of it can be used as the SOW since it also outlines the work of the project in clear and concise terms. [3]

7. Master service agreement - Wikipedia

   en.wikipedia.org/wiki/Master_service_agreement

   This master agreement can be used to mediate employer-employee conflict in the workplace by having a reference point to work out solutions and set specific terms. Contracts are often negotiated as a unified master service agreement and statement of work , such as with information technology service providers .