SLA Configuration establishes the approval and governance structure required before a Service Level Agreement becomes active and enforceable. It ensures that SLA definitions are reviewed, validated, and formally approved by both business stakeholders and service management authorities, creating accountability and alignment before commitments are published.
This configuration strengthens control over SLA lifecycle management and prevents unauthorized or misaligned service commitments.
👤 Customer Approver
(Business Validation Layer)
The Customer Approver represents the business or customer stakeholder responsible for reviewing and approving SLA terms before activation. This role ensures that defined service targets—such as response times, resolution timelines, and availability commitments—accurately reflect business expectations and contractual agreements.
The Customer Approver:
Validates SLA scope and performance targets
Confirms service coverage and expectations
Ensures alignment with business needs
Provides formal approval before SLA publication
This step ensures that SLAs are not enforced without business acknowledgment and agreement.
🛠 Service Level Approver
(Service Governance Layer)
The Service Level Approver represents the internal authority responsible for validating SLA feasibility from an operational perspective. This role ensures that defined targets are realistic, measurable, and supported by internal capabilities, OLAs, and vendor contracts.
The Service Level Approver:
Reviews SLA metrics and thresholds
Confirms operational readiness
Validates measurement logic
Ensures alignment with OLA and UC commitments
Approves SLA activation within the system
This step ensures that SLAs are achievable and supported by operational capacity.
SLA Draft Created
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Service Level Approver Review (Operational Feasibility)
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Customer Approver Review (Business Validation)
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Final Approval
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SLA Activation & Enforcement
For more information, refer to the following: