service level agreement (SLA)

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Abbreviations / Acronyms / Synonyms:

SLA

CNSSI 4009-2015

NIST IR 8441

NIST IR 8473

NIST SP 800-113

NIST SP 800-150

NIST SP 800-163 Rev.1

NIST SP 800-184

NIST SP 800-203

NIST SP 800-35

NIST SP 800-61 Rev. 2

NISTIR 8228

NISTIR 8286B

NISTIR 8431

Definitions:

  Defines the specific responsibilities of the service provider and sets the customer expectations.
Sources:
CNSSI 4009-2015

  A service contract between an FCKMS service provider and an FCKMS service-using organization that defines the level of service to be provided, such as the time to recover from an operational failure or a system compromise.
Sources:
NIST SP 800-152 under Service Level Agreement (SLA)

  Represents a commitment between a service provider and one or more customers and addresses specific aspects of the service, such as responsibilities, details on the type of service, expected performance level (e.g., reliability, acceptable quality, and response times), and requirements for reporting, resolution, and termination.
Sources:
NIST SP 800-47 Rev. 1 under service-level agreement

Glossary Comments

Comments about specific definitions should be sent to the authors of the linked Source publication. For NIST publications, an email is usually found within the document.

Comments about the glossary's presentation and functionality should be sent to secglossary@nist.gov.

See NISTIR 7298 Rev. 3 for additional details.