Hey Ken,
This is certainly relevant to our service
description and service management models. I mentioned SLAs in passing in
the service mgmt model but did not explicitly define it. Recommend keeping
the adopted defn simple and consistent with our scope (see, for example, the
Wikipedia defn for SLA). The important point being that the SLA is "part"
of the service contract and not a "type" of service contract. It's also
important to differentiate SLAs from OLAs and a decent distinction is captured
at http://www.oit.duke.edu/oit/sla/index.html.
Cheers...
- JAE
