eng
About   |   Newsletter
Demand & Supply Chain Management Evolution


Supply Chain Glossary

Glossary  >  S  >  Service Level Agreement  


 

Service Level Agreement


Source: Procurement Glossary
Author: Paul Rogers
Institute: CIPS - UK

Courtesy of


 

A service-level agreement [SLA] is an agreement between client and service provider which defines what services are to be provided, and to what standard, and the ways that the relationship will be managed - the rights and obligations of the parties.  Typical contents of an SLA include the parties, the key contacts, the intent of the agreement, the services, priorities, service standards, metrics and review mechanisms, responsibilities, guarantees, and warranties.  The SLA may specify availability, uptime, serviceability, performance, operation, or other attributes of the service, so that the parties are clear about what is to be delivered.  In this sense the SLA may be an informal document that is not intended to be legally binding - especially if it stipulates the obligations of the client - or a schedule to a legally binding contract.  What separates SLAs from contract schedules is the focus on defining and measuring service levels.  Maximum, target and minimum service levels may be defined, together with mechanisms that apply if service levels are not met, such as joint problem solving, escalation, arbitration, and termination.  See also Performance Regime.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 




Job Opportunities
 
Senior Inventory Control Specialist - Air MI
     
     Phoenix, Arizona  -  PERM  -  Nike Inc.

Warehouse Operator (2nd shift), Mt. Pleasant, Pennsylvania
     
     Mount Pleasant, Pennsylvania  -  PERM  -  Philips

Organic Food VP of Purchasing
     
     Huntington Park  -  PERM  -  Michael Page

Vice President, Procurement
     
     Raleigh  -  PERM  -  Michael Page

Director, Procurement Engineering (Medical Consumables & Sensors)
     
     Andover, Massachusetts  -  PERM  -  Philips

Global Lean (NLS) Manager
     
     Memphis, Tennessee  -  PERM  -  Nike Inc.

Logistics Return Coordinator - Taicang CLC & CRW
     
     Taicangqiao  -  PERM  -  Nike Inc.

Organic Raw Materials Sourcing Director
     
     North Hollywood  -  PERM  -  Michael Page

Color Cosmetics Buyer/Planner
     
     International  -  PERM  -  Michael Page

Logistics Planner
     
     Bothell, Washington  -  PERM  -  Philips

Senior Transportation Analyst
     
     Memphis, Tennessee  -  PERM  -  Nike Inc.

Senior Buyer
     
     Santa Monica  -  PERM  -  Michael Page

Logistics Fulfillment Manager Inventory Fulfillment
     
     Nashville, Tennessee  -  PERM  -  Philips

Senior Buyer
     
     Los Angeles  -  PERM  -  Michael Page

Logistic Fulfillment Manager
     
     Nashville, Tennessee  -  PERM  -  Philips



 
           Circular Economy     Industry 4.0     Blockchain 

     Internet of Things     Omni Channel 


Join us on


News & Trends
 

Last update 2 Aug 2019
PMI falls to lowest since September 2009
   Source: Markit US Manufacturing PMI ô  -  IHS Markit
United States 


Chemicals & Pharmaceuticals

Even industries driven by the strictest safety and environmental regulations are capable of reducing their costs. Our solutions improve each phase of the chemical logistics supply chain, to increase your supply chain performance, improve predictability and mitigate potential problems before they arise. B...


Itís Time to Demand More from Your Supply Chain Control Tower

Supply chains are getting more and more complex, thanks to soaring customer expectations for service and responsiveness and endless purchasing options. In this environment, how can a company manage what it can’t...


Education
 

Local & Regional Agenda
 


Resources
 
HOYER: Future-Proofs System for Managing Intermodal Rail, Road, and Sea Transport to Meet High Growth Potential

HOYER is an independent family enterprise that dates back to 1946, and which has become one of the world’s leading bulk-logistics providers, offering comprehensive transport services and complex logistics soluti...

2018 Top Ten Trends in Modern Demand-Driven Manufacturing

With all signals pointing toward a good year, manufacturers have a decision to make. They can enjoy the strong economy while it lasts or look to the future and invest in technologies that will help them build a strong...


International Agenda