---
title: SLA Evaluation
slug: en/sla-evaluation
description: This document offers insights into Service Level Agreement (SLA) in line with ITIL guidelines, explaining its significance as an agreement between an IT service provider and a customer. It delves into the details of an SLA, including outlining service lev
docTags: 
createdAt: 2021-10-27T19:00:07.000Z
---

According to ITIL, a <font color="#3b9f0f">**Service Level Agreement**</font> <font color="#3b9f0f">**(SLA)**</font>, is an agreement between an IT service provider and a customer.&#x20;

An SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.

This functionality has the objective of **creating information about the service level agreement**, which will help in the creation of the quality plan.

## Before getting started

- [x] The information created in this functionality depends on previously registration
  &#x20;of the SLA.

## Procedure

1. Access the SLA Evaluation functionality through the main menu `Processes >
    Service Level Management > Evaluation > SLA Evaluation`;
2. Set the date periods;
3. Click on "**Create Information**".