CM3: Service Level Agreement

Authors:
Mira Kajko-Mattsson;Cecilia Ahnlund;Elisabeth Lundberg
Affiliations:
Stockholm University/Royal Institute of Technology;Stockholm University/Royal Institute of Technology;Stockholm University/Royal Institute of Technology
Venue:
ICSM '04 Proceedings of the 20th IEEE International Conference on Software Maintenance
Year:
2004

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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鲁: SLA, and is part of a major model called CM鲁: SLA/OLA.