D5.3.4

=Service level agreements are used to define support and performance requirements for e-learning technologies. =

Resources
According to e-leanringguru.com http://www.elearningguru.com/wpapers/eLearning_ASP.doc a Service Level Agreement must include the following: 1.	Aim of the SLA 2.	Structure of the SLA 3.	Description of the service 4.	Structure of the service 5.	Start and duration of the service 6.	Conditions governing termination of the service 7.	Penalty clause for failure to deliver the agreed performance 8.	Due date for payment 9.	Application details 10.	Availability of the application 11.	Reporting 12.	Monitoring 13.	What to do in the event of planned and unplanned hardware or software failures 14.	Upgrades 15.	Customer support (response times, fault clearance etc.) 16.	Quality 17.	Hosting details 18.	Data centre 19.	Network details (availability, sufficiently scaleable, performance, security etc.) 20.	Contact management

Establishing a service level agreement: http://www.nkarten.com/sla.html#key

Example service level agreement: http://www.cals.cornell.edu/cals/cals-it/upload/SLA-with-Integrated-Sec-v11.pdf