CM/sup 3/: service level agreement

Abstract

To be able to provide support to the customers in their daily operation, one must not only have an efficient support process, but also an agreement on the types and quality of the services to be provided. Such an agreement is usually called service level agreement (SLA). In this paper, we suggest an SLA model and show how it is realised within four organisations in Sweden. Our model is called CM/sup 3/: SLA, and is part of a major model called CM/sup 3/: SLA/OLA.