Service-level requirement

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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.


  • Bajada, Stephen (2008), ITIL v3 Foundations Certification Training, GTSLearning

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