What is Service Level Agreement?
A service level agreement (SLA) is a contract between a customer and a service provider. It defines the products or services to be delivered, the point of contact for user problems, and performance metrics. Specific metrics vary by industry and SLA purpose.
Business Benefits of Service Level Agreement
- Provides clear expectation of services
- Identifies point of contact for end-users
- Outlines limitations of service
- Holds service providers accountable to customers
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