Gartner Research

Best Practices for Service-Level Agreements for Software as a Service

Published: 19 November 2010

ID: G00208699

Analyst(s): William Maurer, Alexa Bona, Christopher Ambrose , Ben Pring


Enterprises buying software as a service should consider Gartner's advice and guidance on best practices for service-level agreements.

Table Of Contents
  • Overview
  • Caveat Emptor
  • What Are SLAs?
  • Key Elements of SLAs
    • Availability
    • Performance
    • Description of the Service to Be Delivered
    • Problem Resolution
    • Change Requests
    • Security
    • Backup and Disaster Recovery
    • Penalties
    • Monitoring
  • Summary

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