Service Level Agreement Glpi

A service level agreement, or SLA, is an essential document that outlines the agreed-upon expectations and responsibilities between a service provider and its clients. In this article, we`ll take a deep dive into SLAs and how they relate to the popular open-source IT service management software GLPI.

What is an SLA?

An SLA is a formalized documentation of the expectations and requirements that a service provider and its customers mutually agree upon. At its core, an SLA aims to establish a baseline for the quality of services that will be provided, and the response times for resolving issues or concerns.

For example, an IT support company may provide a service level agreement to a client that outlines the maximum allowable downtime for their services. In this case, the SLA will specify the minimum uptime percentage that the client can expect, the response time to resolve issues, and any escalation procedures that may be put in place.

SLAs are particularly important when it comes to IT services, where downtime and technical issues can significantly impact a business`s productivity and profitability.

What is GLPI?

GLPI is open-source IT service management software that provides IT administrators with a single platform to manage their IT infrastructure, track assets, and provide support to end-users. The software includes a range of features such as inventory management, ticketing system, and knowledge base, making it a valuable tool for IT teams.

Using GLPI for SLAs

One of the significant benefits of using GLPI is its ability to integrate with other IT systems, which can streamline IT operations and make it easier to manage SLAs.

For example, you can use GLPI`s ticketing system to create and track SLA-related tasks, including response times and escalation procedures. Additionally, GLPI can help you automatically identify and track service level breaches, allowing you to quickly respond and resolve any issues.

GLPI also provides a comprehensive reporting system, which can help you track and analyze key performance indicators (KPIs) related to your SLA. By regularly reviewing these KPIs, you can identify any trends or issues and take corrective action to improve the quality of your services.


An SLA is an essential document that outlines the expectations and responsibilities of both service providers and clients. GLPI is a powerful IT service management tool that can help you manage, track, and measure your SLA`s performance. By using GLPI for SLAs, you`ll be able to streamline your IT operations, reduce downtime, and improve the overall quality of your services.