Defining SLAs
Documented agreements with each customer setting the committed service levels.
Capacity and availability management
Planning the resources needed to meet SLAs and monitoring actual availability.
Compliance reporting
Periodic reporting of SLA compliance to each customer.
What an auditor usually asks for
- SLAs documented with each relevant customer
- Availability and capacity indicators monitored
- SLA compliance reports generated periodically
- SLA deviations logged and analyzed
How to cover this block in Kimobox
- 1Log each SLA as a controlled document linked to the customer.
- 2Set up compliance indicators in Kimobox's dashboard.
- 3Generate compliance reports from the same system.
SLA compliance stays visible in real time, with no manual data gathering every month.
Where each figure comes from
References to the official text in force. If a standard is revised, this page is updated and the review date says so.
- ISO/IEC 20000-1:2018 — Service management system requirements ISO/IEC · September 2018
- ISO/IEC 27001:2022 — Information security ISO/IEC · 25 October 2022