{"id":3606,"date":"2020-11-26T14:45:01","date_gmt":"2020-11-26T13:45:01","guid":{"rendered":"https:\/\/webnew.gmz-it.de\/?page_id=3606"},"modified":"2025-09-09T10:45:48","modified_gmt":"2025-09-09T08:45:48","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/www.gmz-it.de\/index.php\/service-level-agreement-sla\/","title":{"rendered":"Service-Level-Agreement (SLA)"},"content":{"rendered":"<div data-colibri-id=\"3606-c1\" class=\"style-2568 style-local-3606-c1 position-relative\">\n  <!---->\n  <div data-colibri-component=\"section\" data-colibri-id=\"3606-c2\" id=\"content\" class=\"h-section h-section-global-spacing d-flex align-items-lg-center align-items-md-center align-items-center style-2579 style-local-3606-c2 position-relative\">\n    <!---->\n    <!---->\n    <div class=\"h-section-grid-container h-section-boxed-container\">\n      <!---->\n      <div data-colibri-id=\"3606-c3\" class=\"h-row-container gutters-row-lg-2 gutters-row-md-2 gutters-row-2 gutters-row-v-lg-2 gutters-row-v-md-2 gutters-row-v-2 style-2580 style-local-3606-c3 position-relative\">\n        <!---->\n        <div class=\"h-row justify-content-lg-center justify-content-md-center justify-content-center align-items-lg-stretch align-items-md-stretch align-items-stretch gutters-col-lg-2 gutters-col-md-2 gutters-col-2 gutters-col-v-lg-2 gutters-col-v-md-2 gutters-col-v-2\">\n          <!---->\n          <div class=\"h-column h-column-container d-flex h-col-lg-auto h-col-md-auto h-col-auto style-2581-outer style-local-3606-c4-outer\">\n            <div data-colibri-id=\"3606-c4\" class=\"d-flex h-flex-basis h-column__inner h-px-lg-0 h-px-md-0 h-px-2 v-inner-lg-0 v-inner-md-0 v-inner-2 style-2581 style-local-3606-c4 position-relative\">\n              <!---->\n              <!---->\n              <div class=\"w-100 h-y-container h-column__content h-column__v-align flex-basis-100 align-self-lg-center align-self-md-center align-self-center\">\n                <!---->\n                <div data-colibri-id=\"3606-c5\" class=\"h-global-transition-all h-heading style-2582 style-local-3606-c5 position-relative h-element\">\n                  <!---->\n                  <div class=\"h-heading__outer style-2582 style-local-3606-c5\">\n                    <!---->\n                    <!---->\n                    <h3 class=\"\"><span style=\"font-weight: 400; font-size: 47%;\">Wissenswertes<\/span>\n                      <br><span style=\"font-size: 110%;\">Service-Level-Agreement&nbsp;<\/span><\/h3>\n                  <\/div>\n                <\/div>\n                <div data-colibri-id=\"3606-c6\" class=\"h-text h-text-component style-2583 style-local-3606-c6 position-relative h-element\">\n                  <!---->\n                  <!---->\n                  <div class=\"\">\n                    <p><span style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">Unter einem&nbsp;<\/span><strong style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">Service Level Agreement<\/strong>&nbsp;\n                      <span\n                        style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">&nbsp;(Abk\u00fcrzung:&nbsp;<\/span><strong style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">SLA<\/strong><span style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">) wird eine Vereinbarung zwischen einem Anbieter von IT-Dienstleistungen und einem Kunden verstanden, das die genauen Leistungen und Kostenstufen (<\/span>&nbsp;\n                        <strong\n                          style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">Service Levels<\/strong><span style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">) eines Dienstleistungsvertrags festgelegt.&nbsp;SLAs finden \u00fcberall Anwendung, wo es ein andauerndes Dienstleistungsverh\u00e4ltnis zwischen einem Leistungsanbieter und einem Kunden gibt.&nbsp;<\/span><\/p>\n                    <p><span style=\"font-weight: 300; font-size: 15.84px; font-family: &quot;Open Sans&quot;; color: rgb(53, 62, 77);\">In einem SLA werden Leistungseigenschaften wie zum Beispiel Leistungsumfang, Reaktionszeiten und Schnelligkeit des Services genau beschrieben und mit einem Kostenaufkommen (z.B. Stundens\u00e4tze) vereinbart.&nbsp;<\/span><\/p>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n          <div class=\"h-column h-column-container d-flex h-col-lg-auto h-col-md-auto h-col-auto style-2586-outer style-local-3606-c7-outer\">\n            <div data-colibri-id=\"3606-c7\" class=\"d-flex h-flex-basis h-column__inner h-px-lg-0 h-px-md-2 h-px-0 v-inner-lg-0 v-inner-md-2 v-inner-0 style-2586 style-local-3606-c7 position-relative\">\n              <!---->\n              <!---->\n              <div class=\"w-100 h-y-container h-column__content h-column__v-align flex-basis-100 align-self-lg-center align-self-md-center align-self-center\">\n                <!---->\n                <div data-colibri-id=\"3606-c8\" class=\"d-block style-2587 style-local-3606-c8 position-relative h-element\">\n                  <!---->\n                  <div class=\"h-image__frame-container-outer\">\n                    <div class=\"h-image__frame-container\">\n                      <!---->\n                      <div class=\"h-image__overlay style-2587-overlay style-local-3606-c8-overlay\">\n                        <div class=\"overlay-layer\">\n                          <div class=\"overlay-image-layer\" style=\"background-color: rgb(231, 240, 249); opacity: 0.5;\"><\/div>\n                        <\/div>\n                      <\/div>\n                      <img loading=\"lazy\" decoding=\"async\" width=\"1704\" height=\"1704\" src=\"https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2.jpg\" class=\"wp-image-6349 style-2587-image style-local-3606-c8-image\" alt=\"\" srcset=\"https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2.jpg 1704w, https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2-300x300.jpg 300w, https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2-1024x1024.jpg 1024w, https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2-150x150.jpg 150w, https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2-768x768.jpg 768w, https:\/\/www.gmz-it.de\/wp-content\/uploads\/2020\/08\/cropped-cropped-cropped-cropped-cropped-cropped-16-scaled-2-1536x1536.jpg 1536w\" sizes=\"auto, (max-width: 1704px) 100vw, 1704px\" \/>\n                      <div class=\"h-image__frame h-hide-sm style-2587-frameImage style-local-3606-c8-frameImage\"><\/div>\n                    <\/div>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n  <div data-colibri-component=\"section\" data-colibri-id=\"3606-c9\" id=\"reusable-sections\" class=\"h-section h-section-global-spacing d-flex align-items-lg-center align-items-md-center align-items-center style-2569 style-local-3606-c9 position-relative\">\n    <!---->\n    <!---->\n    <div class=\"h-section-grid-container h-section-boxed-container\">\n      <!---->\n      <div data-colibri-id=\"3606-c10\" class=\"h-row-container gutters-row-lg-2 gutters-row-md-2 gutters-row-0 gutters-row-v-lg-2 gutters-row-v-md-2 gutters-row-v-2 style-2570 style-local-3606-c10 position-relative\">\n        <!---->\n        <div class=\"h-row justify-content-lg-center justify-content-md-center justify-content-center align-items-lg-stretch align-items-md-stretch align-items-stretch gutters-col-lg-2 gutters-col-md-2 gutters-col-0 gutters-col-v-lg-2 gutters-col-v-md-2 gutters-col-v-2\">\n          <!---->\n          <div class=\"h-column h-column-container d-flex h-col-lg-auto h-col-md-auto h-col-auto style-2571-outer style-local-3606-c11-outer\">\n            <div data-colibri-id=\"3606-c11\" class=\"d-flex h-flex-basis h-column__inner h-px-lg-2 h-px-md-2 h-px-2 v-inner-lg-2 v-inner-md-2 v-inner-2 style-2571 style-local-3606-c11 position-relative\">\n              <!---->\n              <!---->\n              <div class=\"w-100 h-y-container h-column__content h-column__v-align flex-basis-100 align-self-lg-center align-self-md-center align-self-center\">\n                <!---->\n                <div data-colibri-id=\"3606-c12\" class=\"h-x-container style-2572 style-local-3606-c12 position-relative h-element\">\n                  <!---->\n                  <div class=\"h-x-container-inner style-dynamic-3606-c12-group style-2572-spacing style-local-3606-c12-spacing\"><span class=\"h-link__outer style-2573-outer style-local-3606-c13-outer d-inline-flex h-element\"><a h-use-smooth-scroll=\"true\" href=\"\"  data-colibri-id=\"3606-c13\" class=\"d-flex w-100 align-items-center h-link style-2573 style-local-3606-c13 position-relative\"><!----><!----> <span>Datenschutzerkl\u00e4rung<\/span><\/a>\n                    <\/span>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n          <div class=\"h-column h-column-container d-flex h-col-lg-auto h-col-md-auto h-col-auto style-2574-outer style-local-3606-c14-outer\">\n            <div data-colibri-id=\"3606-c14\" class=\"d-flex h-flex-basis h-column__inner h-px-lg-2 h-px-md-2 h-px-2 v-inner-lg-2 v-inner-md-2 v-inner-2 style-2574 style-local-3606-c14 position-relative\">\n              <!---->\n              <!---->\n              <div class=\"w-100 h-y-container h-column__content h-column__v-align flex-basis-100 align-self-lg-center align-self-md-center align-self-center\">\n                <!---->\n                <div data-colibri-id=\"3606-c15\" class=\"h-x-container style-2575 style-local-3606-c15 position-relative h-element\">\n                  <!---->\n                  <div class=\"h-x-container-inner style-dynamic-3606-c15-group style-2575-spacing style-local-3606-c15-spacing\"><span class=\"h-link__outer style-2576-outer style-local-3606-c16-outer d-inline-flex h-element\"><a h-use-smooth-scroll=\"true\" href=\"\"  data-colibri-id=\"3606-c16\" class=\"d-flex w-100 align-items-center h-link style-2576 style-local-3606-c16 position-relative\"><!----><!----> <span>Impressum<\/span><\/a>\n                    <\/span>\n                  <\/div>\n                <\/div>\n              <\/div>\n            <\/div>\n          <\/div>\n          <div class=\"h-column h-column-container d-flex h-col-lg-auto h-col-md-auto h-col-auto style-2577-outer style-local-3606-c17-outer\">\n            <div data-colibri-id=\"3606-c17\" class=\"d-flex h-flex-basis h-column__inner h-px-lg-2 h-px-md-2 h-px-2 v-inner-lg-2 v-inner-md-2 v-inner-2 style-2577 style-local-3606-c17 position-relative\">\n              <!---->\n              <!---->\n              <div class=\"w-100 h-y-container h-column__content h-column__v-align flex-basis-100 align-self-lg-start align-self-md-start align-self-start\">\n                <!---->\n                <div data-colibri-id=\"3606-c18\" class=\"style-2578 style-local-3606-c18 position-relative h-element\">\n                  <!---->\n                  <div class=\"d-flex flex-wrap h-social-icons justify-content-lg-center justify-content-md-center justify-content-center\">\n                    <div class=\"social-icon-container d-inline-flex\">\n                      <div class=\"icon-container h-social-icon h-global-transition\">\n                        <div class=\"h-icon-svg\" style=\"width: 100%; height: 100%;\">\n                          <!--Icon by Socicon (http:\/\/www.socicon.com)-->\n                          <svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1500 1500\">\n\n                            <path d=\"M750 134.766c202.148 0 222.656 2.93 301.758 5.859 76.172 2.93 114.258 14.648 140.625 23.438 35.156 14.648 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             <\/div>\n            <\/div>\n          <\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Wissenswertes Service-Level-Agreement&nbsp; Unter einem&nbsp;Service Level Agreement&nbsp; &nbsp;(Abk\u00fcrzung:&nbsp;SLA) wird eine Vereinbarung zwischen einem Anbieter von IT-Dienstleistungen und einem Kunden verstanden, das die genauen Leistungen und Kostenstufen (&nbsp; Service Levels) eines Dienstleistungsvertrags festgelegt.&nbsp;SLAs finden \u00fcberall Anwendung, wo es ein andauerndes Dienstleistungsverh\u00e4ltnis zwischen einem Leistungsanbieter und einem Kunden gibt.&nbsp; In einem SLA werden Leistungseigenschaften wie zum Beispiel Leistungsumfang, [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/full-width-page.php","meta":{"footnotes":""},"class_list":["post-3606","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Level Agreement - Was ist das? - GMZ IT<\/title>\n<meta name=\"description\" content=\"Sie wollen mehr \u00fcber die Fachbegriffe in der IT erfahren? 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