SLA definitions, solutions and best practices

SLAs are a critical component of any technology vendor contract. Beyond listing expectations of service type and quality, an SLA provides remedies when requirements aren’t met. 

Following are answers to common questions about SLAs and tips on how your organzation can craft effective SLAs with your vendors and partners.

What is an SLA?

A service-level agreement (SLA) is simply a document describing the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-upon levels not be achieved. Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company.

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