From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Keeping up with the Joneses: Why service-level agreements (SLA) are so critical

Keeping up with the Joneses: Why service-level agreements (SLA) are so critical

From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

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Keeping up with the Joneses: Why service-level agreements (SLA) are so critical

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All right, let's talk about service level agreements or SLAs. They're very, very important, a key piece of information when you're talking to a service provider or somebody who's providing a service, which I guess would be a service provider, wouldn't it? But the idea is whether it's an area of the business that's providing the service or it's It's an actual telecommunications service provider that is providing a business. All SLAs are time-bound, which means, say you have a service provider that's providing a circuit to you, and you are buying and paying for one gigabit of throughput, both upload and download speed. You have a one gig pipe that you are paying for. And on that one gig pipe, you are supposed to get one gig of throughput. If for some reason, all of a sudden, you're only getting maybe say a quarter of that, 250 megabits per second. Your bill didn't quarter, right? Your bill didn't go down by 75%, but your bandwidth did. That means you're not getting what you pay for, it…

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