Quality is delighting customers
SLA is about the expected bench marks from client.
SLA means service level agreement.
generally two type of greement are there in SLA.
1. System availability.
Service Level agreement decided the delivery date of modules, it is dependent of user needs urgency. According to SLA we can set priority of issue.
A service-level agreement (SLA) is a part of a service contract where the level of service is formally defined SLA is refer to the contracted delivery time (of the service) or performance.
SLA will typically have a technical definition in terms of mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); various data rates; throughput; jitter; or similar measurable details.
Please Check this link for futher details: http://en.wikipedia.org/wiki/Service-level_agreement
SLA is a formal document negotiated between the parties, in hiring an IT service or Telecommunications. The SLA is usually placed as an annex of the contract and aims to specify the minimum acceptable for the proposed service. Failure to comply with the SLA implies penalties stipulated in the contract for the service provider.
An SLA may cover items such as quality of service, criteria for charging, provisioning, service process and reports provided to the client.
An SLA should contain objective and measurable parameters which the service provider undertakes to meet.
For each service type and each segment or sector of industry there is a different SLA and this should be focused on measuring one specific service.
To measure the service quality of the area and more specifically of the teams and suppliers of software testing some SLAs are commonly used as follows:
• Number of defects found in production vs. Number of defects found in homologation
• Number of defects / Number of test cases
• Number of defects canceled / total number of defects found
• Average time to retest
• Average execution time for test cases
• Deadline for answering requests for tests