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Service Level Agreement


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It is a formal contract between a service provider and a customer that defines the level of service expected from the provider. SLAs outline the specific measurable aspects of the service, such as response times, resolution times, availability, performance, and responsibilities. They help ensure that both parties have a clear understanding of the expectations and performance standards.


  • Clear Expectations: Ensures both parties understand their obligations and the expected level of service.
  • Performance Measurement: Provides measurable metrics to assess the service provider’s performance.
  • Accountability: Holds the service provider accountable for delivering the agreed level of service.
  • Dispute Resolution: Establishes a framework for handling performance issues or breaches of contract.

Customer Confidence: Builds trust between the service provider and the customer by providing assurances about service quality.

1.  Customer-based SLA: It is created between a service provider and a specific customer or client. It covers all the services the provider delivers to that particular customer. This type of SLA is highly customized to meet the unique needs and requirements of the individual customer.

2.  Service-based SLA:  It applies to a specific service that is provided to multiple customers. All customers receiving that service agree to the same terms, conditions, and performance metrics. This type of SLA is more standardized and is often used when a service provider offers the same service to a broad customer base.

3.Multi-level SLA: It divides the agreement into different levels, addressing the needs of different customer groups or services. This type of SLA is more complex and can cater to multiple services or multiple departments within a single organization

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