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<nav id="mw-panel-toc" aria-label="Indice" data-event-name="ui.sidebar-toc" class="mw-table-of-contents-container vector-toc-landmark"> <div id="vector-toc-pinned-container" class="vector-pinned-container"> <div id="vector-toc" class="vector-toc vector-pinnable-element"> <div class="vector-pinnable-header vector-toc-pinnable-header vector-pinnable-header-pinned" data-feature-name="toc-pinned" data-pinnable-element-id="vector-toc" > <h2 class="vector-pinnable-header-label">Indice</h2> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-pin-button" data-event-name="pinnable-header.vector-toc.pin">sposta nella barra laterale</button> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-unpin-button" data-event-name="pinnable-header.vector-toc.unpin">nascondi</button> </div> <ul class="vector-toc-contents" id="mw-panel-toc-list"> <li id="toc-mw-content-text" class="vector-toc-list-item vector-toc-level-1"> <a href="#" class="vector-toc-link"> <div class="vector-toc-text">Inizio</div> </a> </li> <li id="toc-Generalità" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Generalità"> <div class="vector-toc-text"> <span class="vector-toc-numb">1</span> <span>Generalità</span> </div> </a> <ul id="toc-Generalità-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Definizione_di_uno_SLA" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Definizione_di_uno_SLA"> <div class="vector-toc-text"> <span class="vector-toc-numb">2</span> <span>Definizione di uno SLA</span> </div> </a> <ul id="toc-Definizione_di_uno_SLA-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-SLA_prestazionali" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#SLA_prestazionali"> <div class="vector-toc-text"> <span class="vector-toc-numb">3</span> <span>SLA prestazionali</span> </div> </a> <ul id="toc-SLA_prestazionali-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-SLA_in_altri_ambiti" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#SLA_in_altri_ambiti"> <div class="vector-toc-text"> <span class="vector-toc-numb">4</span> <span>SLA in altri ambiti</span> </div> </a> <ul id="toc-SLA_in_altri_ambiti-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Note" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Note"> <div class="vector-toc-text"> <span class="vector-toc-numb">5</span> <span>Note</span> </div> </a> <ul id="toc-Note-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Altri_progetti" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Altri_progetti"> <div class="vector-toc-text"> <span class="vector-toc-numb">6</span> <span>Altri progetti</span> </div> </a> <ul id="toc-Altri_progetti-sublist" class="vector-toc-list"> </ul> </li> </ul> </div> </div> </nav> </div> </div> <div class="mw-content-container"> <main id="content" class="mw-body"> <header class="mw-body-header vector-page-titlebar"> <nav aria-label="Indice" class="vector-toc-landmark"> <div id="vector-page-titlebar-toc" class="vector-dropdown vector-page-titlebar-toc vector-button-flush-left" title="Indice" > <input type="checkbox" id="vector-page-titlebar-toc-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-vector-page-titlebar-toc" class="vector-dropdown-checkbox " aria-label="Mostra/Nascondi l'indice" > <label id="vector-page-titlebar-toc-label" for="vector-page-titlebar-toc-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--icon-only " aria-hidden="true" ><span class="vector-icon mw-ui-icon-listBullet mw-ui-icon-wikimedia-listBullet"></span> <span class="vector-dropdown-label-text">Mostra/Nascondi l'indice</span> </label> <div class="vector-dropdown-content"> <div id="vector-page-titlebar-toc-unpinned-container" class="vector-unpinned-container"> </div> </div> </div> </nav> <h1 id="firstHeading" class="firstHeading mw-first-heading"><span class="mw-page-title-main">Service level agreement</span></h1> <div id="p-lang-btn" class="vector-dropdown mw-portlet mw-portlet-lang" > <input type="checkbox" id="p-lang-btn-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-p-lang-btn" class="vector-dropdown-checkbox mw-interlanguage-selector" aria-label="Vai a una voce in un'altra lingua. Disponibile in 22 lingue" > <label id="p-lang-btn-label" for="p-lang-btn-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--action-progressive mw-portlet-lang-heading-22" aria-hidden="true" ><span class="vector-icon mw-ui-icon-language-progressive mw-ui-icon-wikimedia-language-progressive"></span> <span class="vector-dropdown-label-text">22 lingue</span> </label> <div class="vector-dropdown-content"> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li class="interlanguage-link interwiki-ar mw-list-item"><a href="https://ar.wikipedia.org/wiki/%D8%A7%D8%AA%D9%81%D8%A7%D9%82_%D9%85%D8%B3%D8%AA%D9%88%D9%89_%D8%A7%D9%84%D8%AE%D8%AF%D9%85%D8%A9" title="اتفاق مستوى الخدمة - arabo" lang="ar" hreflang="ar" data-title="اتفاق مستوى الخدمة" data-language-autonym="العربية" data-language-local-name="arabo" class="interlanguage-link-target"><span>العربية</span></a></li><li class="interlanguage-link interwiki-bg mw-list-item"><a href="https://bg.wikipedia.org/wiki/%D0%A1%D0%BF%D0%BE%D1%80%D0%B0%D0%B7%D1%83%D0%BC%D0%B5%D0%BD%D0%B8%D0%B5_%D0%B7%D0%B0_%D0%BD%D0%B8%D0%B2%D0%BE_%D0%BD%D0%B0_%D0%BE%D0%B1%D1%81%D0%BB%D1%83%D0%B6%D0%B2%D0%B0%D0%BD%D0%B5" title="Споразумение за ниво на обслужване - bulgaro" lang="bg" hreflang="bg" data-title="Споразумение за ниво на обслужване" data-language-autonym="Български" data-language-local-name="bulgaro" class="interlanguage-link-target"><span>Български</span></a></li><li class="interlanguage-link interwiki-bn mw-list-item"><a href="https://bn.wikipedia.org/wiki/%E0%A6%B8%E0%A7%87%E0%A6%AC%E0%A6%BE-%E0%A6%AA%E0%A6%B0%E0%A7%8D%E0%A6%AF%E0%A6%BE%E0%A6%AF%E0%A6%BC%E0%A7%87%E0%A6%B0_%E0%A6%9A%E0%A7%81%E0%A6%95%E0%A7%8D%E0%A6%A4%E0%A6%BF" title="সেবা-পর্যায়ের চুক্তি - bengalese" lang="bn" hreflang="bn" data-title="সেবা-পর্যায়ের চুক্তি" data-language-autonym="বাংলা" data-language-local-name="bengalese" class="interlanguage-link-target"><span>বাংলা</span></a></li><li class="interlanguage-link interwiki-ca mw-list-item"><a href="https://ca.wikipedia.org/wiki/Acord_de_nivell_de_servei" title="Acord de nivell de servei - catalano" lang="ca" hreflang="ca" data-title="Acord de nivell de servei" data-language-autonym="Català" data-language-local-name="catalano" class="interlanguage-link-target"><span>Català</span></a></li><li class="interlanguage-link interwiki-cs mw-list-item"><a href="https://cs.wikipedia.org/wiki/Service-level_agreement" title="Service-level agreement - ceco" lang="cs" hreflang="cs" data-title="Service-level agreement" data-language-autonym="Čeština" data-language-local-name="ceco" class="interlanguage-link-target"><span>Čeština</span></a></li><li class="interlanguage-link interwiki-de mw-list-item"><a href="https://de.wikipedia.org/wiki/Service-Level-Agreement" title="Service-Level-Agreement - tedesco" lang="de" hreflang="de" data-title="Service-Level-Agreement" data-language-autonym="Deutsch" data-language-local-name="tedesco" class="interlanguage-link-target"><span>Deutsch</span></a></li><li class="interlanguage-link interwiki-en mw-list-item"><a href="https://en.wikipedia.org/wiki/Service-level_agreement" title="Service-level agreement - inglese" lang="en" hreflang="en" data-title="Service-level agreement" data-language-autonym="English" data-language-local-name="inglese" class="interlanguage-link-target"><span>English</span></a></li><li class="interlanguage-link interwiki-es mw-list-item"><a href="https://es.wikipedia.org/wiki/Acuerdo_de_nivel_de_servicio" title="Acuerdo de nivel de servicio - spagnolo" lang="es" hreflang="es" data-title="Acuerdo de nivel de servicio" data-language-autonym="Español" data-language-local-name="spagnolo" class="interlanguage-link-target"><span>Español</span></a></li><li class="interlanguage-link interwiki-et mw-list-item"><a href="https://et.wikipedia.org/wiki/Teenustasemelepe" title="Teenustasemelepe - estone" lang="et" hreflang="et" data-title="Teenustasemelepe" data-language-autonym="Eesti" data-language-local-name="estone" class="interlanguage-link-target"><span>Eesti</span></a></li><li class="interlanguage-link interwiki-fa mw-list-item"><a href="https://fa.wikipedia.org/wiki/%D9%85%D9%88%D8%A7%D9%81%D9%82%D8%AA%E2%80%8C%D9%86%D8%A7%D9%85%D9%87_%D8%B3%D8%B7%D8%AD_%D8%AE%D8%AF%D9%85%D8%A7%D8%AA" title="موافقت‌نامه سطح خدمات - persiano" lang="fa" hreflang="fa" data-title="موافقت‌نامه سطح خدمات" data-language-autonym="فارسی" data-language-local-name="persiano" class="interlanguage-link-target"><span>فارسی</span></a></li><li class="interlanguage-link interwiki-fi mw-list-item"><a href="https://fi.wikipedia.org/wiki/Palvelutasosopimus" title="Palvelutasosopimus - finlandese" lang="fi" hreflang="fi" data-title="Palvelutasosopimus" data-language-autonym="Suomi" data-language-local-name="finlandese" class="interlanguage-link-target"><span>Suomi</span></a></li><li class="interlanguage-link interwiki-fr mw-list-item"><a href="https://fr.wikipedia.org/wiki/Service-level_agreement" title="Service-level agreement - francese" lang="fr" hreflang="fr" data-title="Service-level agreement" data-language-autonym="Français" data-language-local-name="francese" class="interlanguage-link-target"><span>Français</span></a></li><li class="interlanguage-link interwiki-ja mw-list-item"><a href="https://ja.wikipedia.org/wiki/%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9%E6%B0%B4%E6%BA%96%E5%90%88%E6%84%8F" title="サービス水準合意 - giapponese" lang="ja" hreflang="ja" data-title="サービス水準合意" data-language-autonym="日本語" data-language-local-name="giapponese" class="interlanguage-link-target"><span>日本語</span></a></li><li class="interlanguage-link interwiki-ko mw-list-item"><a href="https://ko.wikipedia.org/wiki/%EC%84%9C%EB%B9%84%EC%8A%A4_%EC%88%98%EC%A4%80_%ED%98%91%EC%95%BD%EC%84%9C" title="서비스 수준 협약서 - coreano" lang="ko" hreflang="ko" data-title="서비스 수준 협약서" data-language-autonym="한국어" data-language-local-name="coreano" class="interlanguage-link-target"><span>한국어</span></a></li><li class="interlanguage-link interwiki-nl mw-list-item"><a href="https://nl.wikipedia.org/wiki/Service_level_agreement" title="Service level agreement - olandese" lang="nl" hreflang="nl" data-title="Service level agreement" data-language-autonym="Nederlands" data-language-local-name="olandese" class="interlanguage-link-target"><span>Nederlands</span></a></li><li class="interlanguage-link interwiki-pl mw-list-item"><a href="https://pl.wikipedia.org/wiki/Service_Level_Agreement" title="Service Level Agreement - polacco" lang="pl" hreflang="pl" data-title="Service Level Agreement" data-language-autonym="Polski" data-language-local-name="polacco" class="interlanguage-link-target"><span>Polski</span></a></li><li class="interlanguage-link interwiki-pt mw-list-item"><a href="https://pt.wikipedia.org/wiki/Acordo_de_n%C3%ADvel_de_servi%C3%A7o" title="Acordo de nível de serviço - portoghese" lang="pt" hreflang="pt" data-title="Acordo de nível de serviço" data-language-autonym="Português" data-language-local-name="portoghese" class="interlanguage-link-target"><span>Português</span></a></li><li class="interlanguage-link interwiki-ru mw-list-item"><a href="https://ru.wikipedia.org/wiki/%D0%A1%D0%BE%D0%B3%D0%BB%D0%B0%D1%88%D0%B5%D0%BD%D0%B8%D0%B5_%D0%BE%D0%B1_%D1%83%D1%80%D0%BE%D0%B2%D0%BD%D0%B5_%D1%83%D1%81%D0%BB%D1%83%D0%B3" title="Соглашение об уровне услуг - russo" lang="ru" hreflang="ru" data-title="Соглашение об уровне услуг" data-language-autonym="Русский" data-language-local-name="russo" class="interlanguage-link-target"><span>Русский</span></a></li><li class="interlanguage-link interwiki-sk mw-list-item"><a href="https://sk.wikipedia.org/wiki/Dohoda_o_%C3%BArovni_poskytovan%C3%BDch_slu%C5%BEieb" title="Dohoda o úrovni poskytovaných služieb - slovacco" lang="sk" hreflang="sk" data-title="Dohoda o úrovni poskytovaných služieb" data-language-autonym="Slovenčina" data-language-local-name="slovacco" class="interlanguage-link-target"><span>Slovenčina</span></a></li><li class="interlanguage-link interwiki-uk mw-list-item"><a href="https://uk.wikipedia.org/wiki/%D0%A3%D0%B3%D0%BE%D0%B4%D0%B0_%D0%BF%D1%80%D0%BE_%D1%80%D1%96%D0%B2%D0%B5%D0%BD%D1%8C_%D0%BF%D0%BE%D1%81%D0%BB%D1%83%D0%B3" title="Угода про рівень послуг - ucraino" lang="uk" hreflang="uk" data-title="Угода про рівень послуг" data-language-autonym="Українська" data-language-local-name="ucraino" class="interlanguage-link-target"><span>Українська</span></a></li><li class="interlanguage-link interwiki-uz mw-list-item"><a href="https://uz.wikipedia.org/wiki/Xizmat_Daraja_Shartnomasi" title="Xizmat Daraja Shartnomasi - uzbeco" lang="uz" hreflang="uz" data-title="Xizmat Daraja Shartnomasi" data-language-autonym="Oʻzbekcha / ўзбекча" data-language-local-name="uzbeco" class="interlanguage-link-target"><span>Oʻzbekcha / ўзбекча</span></a></li><li class="interlanguage-link interwiki-zh mw-list-item"><a href="https://zh.wikipedia.org/wiki/%E6%9C%8D%E5%8A%A1%E7%BA%A7%E5%88%AB%E5%8D%8F%E8%AE%AE" title="服务级别协议 - cinese" lang="zh" hreflang="zh" data-title="服务级别协议" data-language-autonym="中文" data-language-local-name="cinese" class="interlanguage-link-target"><span>中文</span></a></li> </ul> <div class="after-portlet after-portlet-lang"><span class="wb-langlinks-edit wb-langlinks-link"><a href="https://www.wikidata.org/wiki/Special:EntityPage/Q869830#sitelinks-wikipedia" title="Modifica collegamenti interlinguistici" class="wbc-editpage">Modifica collegamenti</a></span></div> </div> </div> </div> </header> <div class="vector-page-toolbar"> <div class="vector-page-toolbar-container"> <div id="left-navigation"> <nav aria-label="Namespace"> <div id="p-associated-pages" class="vector-menu vector-menu-tabs mw-portlet mw-portlet-associated-pages" > <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="ca-nstab-main" class="selected vector-tab-noicon mw-list-item"><a href="/wiki/Service_level_agreement" title="Vedi la voce [c]" accesskey="c"><span>Voce</span></a></li><li id="ca-talk" class="vector-tab-noicon mw-list-item"><a href="/wiki/Discussione:Service_level_agreement" rel="discussion" title="Vedi le discussioni relative a questa pagina [t]" accesskey="t"><span>Discussione</span></a></li> </ul> </div> </div> <div id="vector-variants-dropdown" class="vector-dropdown emptyPortlet" > <input type="checkbox" id="vector-variants-dropdown-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-vector-variants-dropdown" class="vector-dropdown-checkbox " aria-label="Cambia versione linguistica" > <label id="vector-variants-dropdown-label" for="vector-variants-dropdown-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet" aria-hidden="true" ><span class="vector-dropdown-label-text">italiano</span> </label> <div class="vector-dropdown-content"> <div id="p-variants" class="vector-menu mw-portlet mw-portlet-variants emptyPortlet" > <div class="vector-menu-content"> <ul class="vector-menu-content-list"> </ul> </div> </div> </div> </div> </nav> </div> <div id="right-navigation" class="vector-collapsible"> <nav aria-label="Visite"> <div id="p-views" class="vector-menu vector-menu-tabs mw-portlet mw-portlet-views" > <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="ca-view" class="selected vector-tab-noicon mw-list-item"><a href="/wiki/Service_level_agreement"><span>Leggi</span></a></li><li id="ca-ve-edit" class="vector-tab-noicon mw-list-item"><a href="/w/index.php?title=Service_level_agreement&veaction=edit" title="Modifica questa pagina [v]" accesskey="v"><span>Modifica</span></a></li><li id="ca-edit" class="collapsible vector-tab-noicon mw-list-item"><a href="/w/index.php?title=Service_level_agreement&action=edit" title="Modifica il wikitesto di questa pagina [e]" accesskey="e"><span>Modifica wikitesto</span></a></li><li id="ca-history" class="vector-tab-noicon mw-list-item"><a href="/w/index.php?title=Service_level_agreement&action=history" title="Versioni precedenti di questa pagina [h]" accesskey="h"><span>Cronologia</span></a></li> </ul> </div> </div> </nav> <nav class="vector-page-tools-landmark" aria-label="Strumenti pagine"> <div id="vector-page-tools-dropdown" class="vector-dropdown vector-page-tools-dropdown" > <input type="checkbox" id="vector-page-tools-dropdown-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-vector-page-tools-dropdown" class="vector-dropdown-checkbox " aria-label="Strumenti" > <label id="vector-page-tools-dropdown-label" for="vector-page-tools-dropdown-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet" aria-hidden="true" ><span class="vector-dropdown-label-text">Strumenti</span> </label> <div class="vector-dropdown-content"> <div id="vector-page-tools-unpinned-container" class="vector-unpinned-container"> <div id="vector-page-tools" class="vector-page-tools vector-pinnable-element"> <div class="vector-pinnable-header vector-page-tools-pinnable-header vector-pinnable-header-unpinned" data-feature-name="page-tools-pinned" data-pinnable-element-id="vector-page-tools" data-pinned-container-id="vector-page-tools-pinned-container" data-unpinned-container-id="vector-page-tools-unpinned-container" > <div class="vector-pinnable-header-label">Strumenti</div> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-pin-button" data-event-name="pinnable-header.vector-page-tools.pin">sposta nella barra laterale</button> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-unpin-button" data-event-name="pinnable-header.vector-page-tools.unpin">nascondi</button> </div> <div id="p-cactions" class="vector-menu mw-portlet mw-portlet-cactions emptyPortlet vector-has-collapsible-items" title="Altre opzioni" > <div class="vector-menu-heading"> Azioni </div> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="ca-more-view" class="selected vector-more-collapsible-item mw-list-item"><a href="/wiki/Service_level_agreement"><span>Leggi</span></a></li><li id="ca-more-ve-edit" class="vector-more-collapsible-item mw-list-item"><a href="/w/index.php?title=Service_level_agreement&veaction=edit" title="Modifica questa pagina [v]" accesskey="v"><span>Modifica</span></a></li><li id="ca-more-edit" class="collapsible vector-more-collapsible-item mw-list-item"><a href="/w/index.php?title=Service_level_agreement&action=edit" title="Modifica il wikitesto di questa pagina [e]" accesskey="e"><span>Modifica wikitesto</span></a></li><li id="ca-more-history" class="vector-more-collapsible-item mw-list-item"><a href="/w/index.php?title=Service_level_agreement&action=history"><span>Cronologia</span></a></li> </ul> </div> </div> <div id="p-tb" class="vector-menu mw-portlet mw-portlet-tb" > <div class="vector-menu-heading"> Generale </div> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="t-whatlinkshere" class="mw-list-item"><a href="/wiki/Speciale:PuntanoQui/Service_level_agreement" title="Elenco di tutte le pagine che sono collegate a questa [j]" accesskey="j"><span>Puntano qui</span></a></li><li id="t-recentchangeslinked" class="mw-list-item"><a href="/wiki/Speciale:ModificheCorrelate/Service_level_agreement" rel="nofollow" title="Elenco delle ultime modifiche alle pagine collegate a questa [k]" accesskey="k"><span>Modifiche correlate</span></a></li><li id="t-permalink" class="mw-list-item"><a href="/w/index.php?title=Service_level_agreement&oldid=133601042" title="Collegamento permanente a questa versione di questa pagina"><span>Link permanente</span></a></li><li id="t-info" class="mw-list-item"><a href="/w/index.php?title=Service_level_agreement&action=info" title="Ulteriori informazioni su questa pagina"><span>Informazioni pagina</span></a></li><li id="t-cite" class="mw-list-item"><a href="/w/index.php?title=Speciale:Cita&page=Service_level_agreement&id=133601042&wpFormIdentifier=titleform" title="Informazioni su come citare questa pagina"><span>Cita questa voce</span></a></li><li id="t-urlshortener" class="mw-list-item"><a href="/w/index.php?title=Speciale:UrlShortener&url=https%3A%2F%2Fit.wikipedia.org%2Fwiki%2FService_level_agreement"><span>Ottieni URL breve</span></a></li><li id="t-urlshortener-qrcode" class="mw-list-item"><a href="/w/index.php?title=Speciale:QrCode&url=https%3A%2F%2Fit.wikipedia.org%2Fwiki%2FService_level_agreement"><span>Scarica codice QR</span></a></li> </ul> </div> </div> <div id="p-coll-print_export" class="vector-menu mw-portlet mw-portlet-coll-print_export" > <div class="vector-menu-heading"> Stampa/esporta </div> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="coll-create_a_book" class="mw-list-item"><a href="/w/index.php?title=Speciale:Libro&bookcmd=book_creator&referer=Service+level+agreement"><span>Crea un libro</span></a></li><li id="coll-download-as-rl" class="mw-list-item"><a href="/w/index.php?title=Speciale:DownloadAsPdf&page=Service_level_agreement&action=show-download-screen"><span>Scarica come PDF</span></a></li><li id="t-print" class="mw-list-item"><a href="/w/index.php?title=Service_level_agreement&printable=yes" title="Versione stampabile di questa pagina [p]" accesskey="p"><span>Versione stampabile</span></a></li> </ul> </div> </div> <div id="p-wikibase-otherprojects" class="vector-menu mw-portlet mw-portlet-wikibase-otherprojects" > <div class="vector-menu-heading"> In altri progetti </div> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li class="wb-otherproject-link wb-otherproject-commons mw-list-item"><a href="https://commons.wikimedia.org/wiki/Category:Service-level_agreement" hreflang="en"><span>Wikimedia Commons</span></a></li><li id="t-wikibase" class="wb-otherproject-link wb-otherproject-wikibase-dataitem mw-list-item"><a href="https://www.wikidata.org/wiki/Special:EntityPage/Q869830" title="Collegamento all'elemento connesso dell'archivio dati [g]" accesskey="g"><span>Elemento Wikidata</span></a></li> </ul> </div> </div> </div> </div> </div> </div> </nav> </div> </div> </div> <div class="vector-column-end"> <div class="vector-sticky-pinned-container"> <nav class="vector-page-tools-landmark" aria-label="Strumenti pagine"> <div id="vector-page-tools-pinned-container" class="vector-pinned-container"> </div> </nav> <nav class="vector-appearance-landmark" aria-label="Aspetto"> <div id="vector-appearance-pinned-container" class="vector-pinned-container"> <div id="vector-appearance" class="vector-appearance vector-pinnable-element"> <div class="vector-pinnable-header vector-appearance-pinnable-header vector-pinnable-header-pinned" data-feature-name="appearance-pinned" data-pinnable-element-id="vector-appearance" data-pinned-container-id="vector-appearance-pinned-container" data-unpinned-container-id="vector-appearance-unpinned-container" > <div class="vector-pinnable-header-label">Aspetto</div> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-pin-button" data-event-name="pinnable-header.vector-appearance.pin">sposta nella barra laterale</button> <button class="vector-pinnable-header-toggle-button vector-pinnable-header-unpin-button" data-event-name="pinnable-header.vector-appearance.unpin">nascondi</button> </div> </div> </div> </nav> </div> </div> <div id="bodyContent" class="vector-body" aria-labelledby="firstHeading" data-mw-ve-target-container> <div class="vector-body-before-content"> <div class="mw-indicators"> </div> <div id="siteSub" class="noprint">Da Wikipedia, l'enciclopedia libera.</div> </div> <div id="contentSub"><div id="mw-content-subtitle"></div></div> <div id="mw-content-text" class="mw-body-content"><div class="mw-content-ltr mw-parser-output" lang="it" dir="ltr"><p>I <b>service level agreement</b> (in italiano: <i>accordo sul livello del servizio</i>), in sigla <b>SLA</b>, sono strumenti contrattuali attraverso i quali si definiscono le metriche di servizio (es. <a href="/wiki/Qualit%C3%A0_di_servizio" class="mw-redirect" title="Qualità di servizio">qualità di servizio</a>) che devono essere rispettate da un <a href="/wiki/Fornitore" title="Fornitore">fornitore di servizi</a> (<i>provider</i>) nei confronti dei propri clienti/utenti. Di fatto, una volta stipulato il contratto, assumono il significato di <i>obblighi contrattuali</i>. </p> <meta property="mw:PageProp/toc" /> <div class="mw-heading mw-heading2"><h2 id="Generalità"><span id="Generalit.C3.A0"></span>Generalità</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=1" title="Modifica la sezione Generalità" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=1" title="Edit section's source code: Generalità"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>In un <a href="/wiki/Mercato" title="Mercato">mercato</a> competitivo che opera quindi in regime di <a href="/wiki/Libera_concorrenza" class="mw-redirect" title="Libera concorrenza">libera concorrenza</a> gli accordi sui livelli di servizio sono diventati uno strumento comune per misurare efficacemente i servizi. In questo contesto la definizione di uno SLA consiste in un contratto tangibile tra due parti che, se da un lato assicura la fornitura dei servizi a livelli pre-negoziati, dall'altro comporta il pagamento di penalità in caso di mancato raggiungimento di tali livelli. </p><p>La definizione dello SLA è basata sulla determinazione da parte del cliente del livello di servizio ideale a garanzia del suo business. </p> <div class="mw-heading mw-heading2"><h2 id="Definizione_di_uno_SLA">Definizione di uno SLA</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=2" title="Modifica la sezione Definizione di uno SLA" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=2" title="Edit section's source code: Definizione di uno SLA"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Una generalità per un processo di definizione e monitoraggio degli SLA si articola secondo le seguenti fasi: </p> <ul><li>definizione degli indicatori di riferimento e dei relativi algoritmi di calcolo;</li> <li>realizzazione del sistema di produzione e di <a href="/wiki/Reportistica" class="mw-redirect" title="Reportistica">reportistica</a> degli indicatori;</li> <li>condivisione dei valori soglia (target) degli SLA;</li> <li>monitoraggio degli indicatori rilevati ed eventuale rinegoziazione periodica dei valori soglia.</li></ul> <div class="mw-heading mw-heading2"><h2 id="SLA_prestazionali">SLA prestazionali</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=3" title="Modifica la sezione SLA prestazionali" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=3" title="Edit section's source code: SLA prestazionali"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Particolare importanza assumono nella erogazione di servizi sulla rete i cosiddetti SLA prestazionali (disponibilità, tempi di risposta, ecc.) che, rispetto agli SLA generici, offrono un consistente vantaggio competitivo soprattutto se a questi viene associata una sorta di personalizzazione del livello parametrizzata in base alle esigenze del singolo cliente. Il monitoraggio degli SLA prestazionali, pertanto, consente di verificare sia l'andamento dei livelli di servizio in termini di rispetto dei valori target contrattuali, sia la presenza di anomalie tecniche e applicative che potrebbero causare disservizi nei confronti dell'utente finale. Sotto questo profilo, si parla di monitoraggio in tempo reale degli SLA la cui gestione implica il ricorso a sistemi di allerta in grado di segnalare on-line il verificarsi di problemi durante l'erogazione del servizio. </p><p>A titolo esemplificativo, si riportano di seguito alcuni dei principali indicatori utilizzati come SLA prestazionali: </p> <ul><li>performance di <a href="/wiki/Rete_informatica" class="mw-redirect" title="Rete informatica">rete</a>;</li> <li>disponibilità delle componenti di sistema (<a href="/wiki/Mainframe" title="Mainframe">mainframe</a>, rete, banda, ecc.);</li> <li>disponibilità del servizio <i>end to end;</i></li> <li>funzionalità e tempi di risposta delle transazioni su Web.</li></ul> <div class="mw-heading mw-heading2"><h2 id="SLA_in_altri_ambiti">SLA in altri ambiti</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=4" title="Modifica la sezione SLA in altri ambiti" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=4" title="Edit section's source code: SLA in altri ambiti"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Esiste un omologo del generico SLA, applicato in ambito sanitario, definito dalla legge, denominato LEA. </p><p>I LEA sono i "<a href="/wiki/Livelli_Essenziali_di_Assistenza" class="mw-redirect" title="Livelli Essenziali di Assistenza">Livelli Essenziali di Assistenza</a>" e definiscono le prestazioni e i servizi che il <a href="/wiki/Servizio_sanitario_nazionale" class="mw-redirect" title="Servizio sanitario nazionale">Servizio sanitario nazionale</a> (SSN) è tenuto a fornire a tutti i cittadini, gratuitamente o dietro pagamento di una quota di partecipazione (ticket), con le risorse pubbliche raccolte attraverso la fiscalità generale (tasse). </p><p>I LEA sono definiti nel <a href="/wiki/DPCM" class="mw-redirect" title="DPCM">DPCM</a> del 29 novembre 2001 e successive modificazioni. </p><p>LEA è una parte importante di ITIL.<sup id="cite_ref-1" class="reference"><a href="#cite_note-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> Molti SLA seguono le specifiche ITIL quando applicati ai servizi IT.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2"><span class="cite-bracket">[</span>2<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Note">Note</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=5" title="Modifica la sezione Note" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=5" title="Edit section's source code: Note"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <div class="mw-references-wrap"><ol class="references"> <li id="cite_note-1"><a href="#cite_ref-1"><b>^</b></a> <span class="reference-text"><cite class="citation libro" style="font-style:normal"> <a rel="nofollow" class="external text" href="https://itil.press/"><span style="font-style:italic;">ITIL Foundation: 4th edition</span></a>, AXELOS, 2019, <a href="/wiki/ISBN" title="ISBN">ISBN</a> <a href="/wiki/Speciale:RicercaISBN/9780113316076" title="Speciale:RicercaISBN/9780113316076">9780113316076</a>.</cite></span> </li> <li id="cite_note-2"><a href="#cite_ref-2"><b>^</b></a> <span class="reference-text"><cite class="citation libro" style="font-style:normal"> IT Service Management Forum, <a rel="nofollow" class="external text" href="https://archive.org/details/itservicemanagem0000unse_l9h4"><span style="font-style:italic;">IT Service Management: An Introduction</span></a>, a cura di van Bon, J., Van Haren Publishing, 2002, <a href="/wiki/ISBN" title="ISBN">ISBN</a> <a href="/wiki/Speciale:RicercaISBN/90-806713-4-7" title="Speciale:RicercaISBN/90-806713-4-7">90-806713-4-7</a>.</cite></span> </li> </ol></div> <div class="mw-heading mw-heading2"><h2 id="Altri_progetti">Altri progetti</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Service_level_agreement&veaction=edit&section=6" title="Modifica la sezione Altri progetti" class="mw-editsection-visualeditor"><span>modifica</span></a><span class="mw-editsection-divider"> | </span><a href="/w/index.php?title=Service_level_agreement&action=edit&section=6" title="Edit section's source code: Altri progetti"><span>modifica wikitesto</span></a><span class="mw-editsection-bracket">]</span></span></div> <div id="interProject" class="toccolours" style="display: none; 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