Service Level Agreements

This lesson covers service level agreements. A service level agreement is usually a legally binding contract that offers guarantees usually centering on performance and reliability of procured systems, as well as response times from the vendor. Service level agreements can also be used internally from department to department. The metrics need to be clearly defined in the SLA and usually offers some form of financial compensation if the metrics are not met. Service level agreements can be in the form of:
  • Contracts
  • Third party providers
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