SLE
Service Level Expectations
Geek Speak:
A written document communicating the expected level of service, including response times.
Plain English:
What Are Service Level Expectations (SLEs)?
Service Level Expectations, or SLEs, define what you can reasonably expect from a service provider, such as how quickly issues will be addressed or how often services are performed.
Think of SLEs as promises between your business and your IT provider that outline:
Response times (How fast they’ll get back to you when you report a problem)
Resolution times (How quickly they aim to fix the issue)
Availability (How often services or systems should be up and running)
Communication standards (How and when updates will be shared)
While not always legally binding like a contract, SLEs help set clear and realistic expectations, so you know what level of support to expect.