SLA

https://www.google.com/apps/intl/zh-TW/terms/sla.html
http://azure.microsoft.com/en-us/support/legal/sla/
http://buzzorange.com/techorange/2013/05/21/service-level-agreement-sla/
http://www.isecurity.org.tw/uploads/plan/%E9%9B%B2%E7%AB%AF%E6%9C%8D%E5%8B%99%E6%87%89%E7%94%A8%E4%B9%8B%E6%9C%8D%E5%8B%99%E6%B0%B4%E6%BA%96%E8%88%87%E4%BD%BF%E7%94%A8%E5%8D%94%E5%AE%9A%E5%85%88%E6%9C%9F%E7%A0%94%E7%A9%B6%E5%A0%B1%E5%91%8A.pdf
http://en.wikipedia.org/wiki/Service-level_agreement

• ABA
• ASA
• TSF
• FCR
• TAT
• MTTR