Service Level Agreement
What is Service Level Agreement?
A contract between a service provider and customer that defines the expected level of service, performance metrics, and remedies for non-compliance.
Terms that appear alongside service level agreement
Each of these is named in at least one of the same controls as service level agreement. The number is how many controls name both.
- remediation 2 shared controls
- audit 2 shared controls
- incident management 2 shared controls
- iso 27017 2 shared controls
- nist 2 shared controls
- quality management 2 shared controls
- continuous improvement 2 shared controls
- accreditation 2 shared controls
Frameworks that govern service level agreement
What the standards actually require on service level agreement
Requirements naming service level agreement across 6 standards, quoted from the control text.
Service level agreement management. Control from NIST SP 800-190 framework, domain: NIST SP 800-190: Cloud Operations & Monitoring.
NIST190-25 · Service level agreement management →Meet the operational service level requirements set in the QTF including system availability, response times, planned maintenance windows, and incident notification thresholds.
TEFCA-OP-01 · Service Level Agreements and Availability →ISMAP Cloud Operations covers the day-to-day security operations of cloud services. (1) Cloud Security Monitoring and Logging: 24x7 Security Operations Center (SOC) + SIEM Security Information and Event Management (Splunk + Microsoft Sentinel + IBM QRadar + Su...
ISMAP-CloudOperations-Monitoring-Logging-IncidentResponse-NISC-Reporting-Vulnerability-Change-SLA · ISMAP Cloud Operations - Security Monitoring + SIEM + Logging + Incident Response + NISC Reporting + Vulnerability Management + Penetration Testing + Change Management + SLA Management →Manage third-party sanitization providers per NIST SP 800-88 Rev 1 Chapter 3 Section 3.5 + Section 4.6.4. Third-party providers used for sanitization (on-site or off-site destruction services + decommissioning vendors + IT asset disposition firms) must be qual...
NISTSP88-6 · Third-Party Sanitization Providers and Vendor Qualification →FIRST CSIRT Services Framework v2.1 (2019) Foundational. MANDATE + SCOPE: the CSIRT must have a CLEARLY DOCUMENTED MANDATE from its parent organisation (national authority + sector authority + corporate executive) defining: (a) AUTHORITY level (advisory + coor...
FIRST-CSIRTF-Mandate-Quality · CSIRT Services Framework v2.1 - Mandate, Scope and Quality Management →GAMP 5 SUPPLIER ASSESSMENT + OPERATIONAL PHASE + CHANGE CONTROL + PERIODIC REVIEW. SUPPLIER ASSESSMENT: pre-engagement qualification + risk-based depth (lighter for Cat 1/3 + deeper for Cat 4/5);
GAMP5-Supplier-Operations-Change-Periodic · Supplier Assessment, Operational Phase, Change Control and Periodic Review →Questions people ask about service level agreement
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