Service Level Requirements (SLR)

A Service Level Requirement (SLR) is a broad statement from a customer to a service provider describing their service expectations. A service provider prepares a service level agreement (SLA) based on the requirements from the customer. For example: A customer may require a server be operational (uptime) for 99.95% of the year excluding maintenance. SLRs are part of the Service Level Management stage of Service Design within the IT field. The organization of these concepts is spelled out in ITIL; a method of standardizing the practices of IT services and design.