As defined by ITIL, IT Service Level Agreement is an agreement between an IT Service Provider and Customer. A single SLA is useful for number IT services or a number of customers. For example, if you are using an ATM card of a certain bank, there is an agreement between you and bank that when you make a transaction in ATM the maximum transaction time is 10 seconds. If it exceeds, it shows the transaction is declined. Of course, you might have similar kind of experience while using websites for online transactions like booking train tickets or banking transactions. The website shows time is expired after the certain period as per the SLA between vendor and you.  SLA may take place either within the organization or between the organization and customers.


  • It is better to create SLA for each IT service separately for better understanding.
  • SLA must be based on the real data and to deliver improved service with properly testing and prototyping.
  • It tracks the real performance against the SLA and it directly related to IT services. It should contain a period to deliver the service.
  • If the SLA relates to change management. The change should be perfectly planned as it affects service hours, availability, uptime, completion, or response time.
  • You must judge yourself that where and when SLA is required or applicable.


  • MIRAT is flexible to make your own SLA rules.
  • It diagnosis if any SLA rules breached and provides response notification to the user.
  • If the user is failed to resolve of the issue with the time as per SLA, it issues a Resolution Miss notification to the user.
  • NovelIRS solution can monitor and receive alerts on missed SLA targets, measure performance, manage problems, track response time, and more.
  • As per the incident priority, MIRAT categorize P1, P2, P3, P4 levels. These levels start from high to low level impact. It notifies based on the priority.
  • The User get notifications either through emails or SMS.

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