What is a Service Level Agreement (SLA)?

What is a Service Level Agreement?

A Service Level Agreement, also known as an SLA, is an agreement between the customer and the supplier that sets out exactly which service the supplier delivers and what quality that service must have. The SLA covers agreements on the scope of the service, performance requirements, reporting & monitoring, support availability and any further arrangements.

An SLA helps both parties make expectations explicit and ensures the quality of the service matches the customer's needs. It gives the customer certainty about what to expect and gives the supplier clear guidelines about what has to be delivered.

Service Level Agreements at Digital Impact

At Digital Impact every customer automatically has a Service Level Agreement. The SLA describes what you as a customer can expect from Digital Impact in terms of service and support. Within the SLA, websites, webshops and/or online software solutions by Digital Impact are referred to as an 'application'. You can find the full SLA on the terms and conditions page.

Digital Impact offers three different SLA levels: basic, extended and maximum. For more information about the specifications of the various levels, see the SLA specifications page. Should you have questions about your current Service Level Agreement, or want to change it, get in touch through the contact form.

For urgent cases Digital Impact has an outage number, where outages in your application can be reported. You will find this phone number in the descriptions on your invoice.