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A service level agreement (SLA) is an agreement between an IT Service provider and a customer. For instance, you are a customer of a bank and the bank provides services to you. A service level agreement between you and the bank describes the services provided and the service levels at which they will be provided.
SLA metrics are a set of key performance indicators (KPIs) that you can measure and monitor. You can have any number of SLA metrics to monitor, but you can break many of them up into five types.
The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.
This Network Services Agreement ("Agreement") is a legal agreement between you and Provider. It states the terms and conditions under which you may use Provider's facilities and systems and protects the efforts of Provider to develop and maintain its facilities and systems and to ensure quality of service.
Noun. a contract between an employer and a senior employee, esp a director, executive, etc.
A Standard Service Agreement is a legal contract between a client and a service provider. The agreement outlines important details about the business relationship and the duties owed to one another. It may include information like pricing, ownership, shipment details, and much more.
Service agreements are contracts between a customer or client and the person or business providing the service. It defines the relationship, the responsibilities of each party, the compensation or payment and the services that will be provided, among other things.
A professional services agreement (PSA) is a form that firms or consultants can use to create a contractually binding arrangement with a highly skilled business or individual. These agreements usually cover single projects with defined scopes or timelines.
How to write an SLAEvaluate your current service levels.Identify your objectives.Choose a contract format.Determine the level of service.Articulate the terms of the agreement.Clarify performance expectations.Outline payment expectations.Include appendices if necessary.More items...?
Writing SLAs: an SLA template. The SLA is a documented agreement. Let's look at a sample SLA that you can use as a template for creating your own SLAs. Remember that these documents are flexible and unique. Make changes as necessary, as long as you include the relevant partiesparticularly the Customer.