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SLAs (Service Level Agreements) are defined agreements between a service provider and a customer that outline the level of service expected. They specify parameters such as response time, resolution time, and availability. KPIs (Key Performance Indicators) are metrics used to measure the performance of a process or activity. KPIs are often used to monitor and track the performance of the service provider against the agreed SLAs. KPIs provide measurable data, while SLAs define the expected levels of service.

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12y ago

Identifying the relevant KPIs that are to be provided by either party to ensure that monitoring of each party's performance and adherence to the SLA is effective

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Q: What is the difference between sla's and kpi's and how are they linked?
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