Service Level Agreement


Package Inclusion :

  • Service Level Agreement.

Service Level Agreement

What is Service Level Agreement?

A service level agreement is an agreement between the service provider and the customer. Service level agreement is output based specifically to define what the customer will receive. Thus, it is a legal document between the service provider and the user of service, it defines the nature, quality, and scope of the service to be provided.

Service Level Agreement can be defined at different levels and differentiated in types:

  1. Corporate Level covering all the issues which are same for the entire organization.
  2. Customer level covering the entire issues specific to a customer. Service Level covering all the entire issues relating to a specific service.

Service Level Agreement is one of the foundational agreements between the service providers with the customer. Between the Master Service Agreement which establishes the general terms and conditions and SLA, the SLA adds greater specificity regarding the services provided.

Why are Service Level Agreement essential?

Service Level Agreement (SLA) is important for the reason that it states following:

What terms does a Service Level Agreement include?

A well-drafted SL Agreement generally discloses the following:-

Financial Provisions


Service Level Agreement Procedure

Advantages of Service Level Agreement

Service Level Agreement

A Service Level Agreement (SLA) is important for both the person providing a service and the one receiving it. It serves as a final word. By this, both the parties play very close attention to the details making it so there is no confusion. All the services that the customer needs are included in the SLA. This means that the customer knows what to expect in terms of quality of service and other certain parameters are defined, making it a necessary document.

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