A service-level agreement (SLA) defines the level of service you expect from a supplier, presenting the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is an important element of any technology contract.
Most Common SLA’s
| Abbreviation | Description |
| 24x7x365x4R | 24 Hours a Day, 7 Days a Week, 365 Days a Year, 4 Hour Response (Part & Engineer) |
| 24x7x365x4F | 24 Hours a Day, 7 Days a Week, 365 Days a Year, 4 Hour Fix (Part & Engineer) |
| 24x7x365x8R | 24 Hours a Day, 7 Days a Week, 365 Days a Year, 8 Hour Response (Part & Engineer) |
| 24x7x365x8F | 24 Hours a Day, 7 Days a Week, 365 Days a Year, 8 Hour Fix (Part & Engineer) |
| 9x5x4R | 9 Hours a Day (Mon-Fri 08:00 – 18:00), Mon-Fri, 4 Hour Response (Part & Engineer) |
| 9x5x4F | 9 Hours a Day (Mon-Fri 08:00 – 18:00), Mon-Fri, 4 Hour Fix (Part & Engineer) |
| 9x5x8R | 9 Hours a Day (Mon-Fri 08:00 – 18:00), Mon-Fri, 8 Hour (NBD) Response (Part & Engineer) |
| 9x5x8F | 9 Hours a Day (Mon-Fri 08:00 – 18:00), Mon-Fri, 8 Hour (NBD) Fix (Part & Engineer) |
Other SLA’s |
|
| 2HrEP24x7 | 2Hr24x7 Engineer & Part to site |
| 2HrEPNBH | 2Hr Normal Business Hours (Mon-Fri 08:00 – 18:00) Engineer & Part to site |
| 2HrP24x7 | 2Hr24x7 Part to site |
| 2HrPNBH | 2Hr Normal Business Hours (Mon-Fri 08:00 – 18:00) Part to site |
| 4HrP24x7 | 4Hr24x7 Part to site |
| 5BDEP | 5 Business Days Engineer & Part to site |
| 5BDP | 5 Business Days Part to site |
| 8HrP24x7 | 8Hr24x7 Part to site |
| NBDEP | Next Business Day Engineer & Part to site |
| NBDP | Next Business Day Part to site |
| NFO | Next Flight Out Part to site |
