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Overview. A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organizations or different teams within one organization.
History. In the early 1970s, companies began to separate out software maintenance with its own team of engineers to free up software development teams from support tasks. In 1972, R. G. Canning published "The Maintenance 'Iceberg '", in which he contended that software maintenance was an extension of software development with an additional input: the existing system.
Software as a service. Software as a service ( SaaS / sæs / [1]) is a form of cloud computing in which the provider offers the use of application software to a client and manages all the physical and software resources used by the application. [2] The distinguishing feature of SaaS compared to other software delivery models is that it ...
End-user license agreement. An end-user license agreement or EULA ( / ˈjuːlə /) is a legal contract between a software supplier and a customer or end-user, generally made available to the customer via a retailer acting as an intermediary. An EULA specifies in detail the rights and restrictions which apply to the use of the software.
An operational-level agreement ( OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear ...
Among 260 mass market consumer software license agreements in 2010: 91% disclaimed warranties of merchantability or fitness for purpose or said it was "As is" 92% disclaimed consequential, incidental, special or foreseeable damages; 69% did not warrant the software was free of defects or would work as described in the manual
Source code escrow is the deposit of the source code of software with a third-party escrow agent. Escrow is typically requested by a party licensing software (the licensee), to ensure maintenance of the software instead of abandonment or orphaning. The software's source code is released to the licensee if the licensor files for bankruptcy or ...
A master service agreement, sometimes known as a framework agreement, is a contract reached between parties, in which the parties agree to most of the terms that will govern future transactions or future agreements. A master agreement delineates a schedule of lower-level service agreements, permitting the parties to quickly enact future ...
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