Service level requirement

In Software Development / IT, 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 the Information Technology Infrastructure Library (ITIL); a method of standardizing the practices of IT services and design.