What is Service Level Agreement (SLA)?
Service Level Agreement (SLA) is a formal contract between a service provider and a client that defines the expected level of service. It outlines specific metrics, response times, responsibilities, and remedies if agreed standards aren’t met, ensuring clarity and accountability in service delivery.
Table of Contents
Full Definition
SLAs set clear expectations and reduce misunderstandings.
They improve client trust by defining measurable standards.
SLAs require regular review to stay aligned with client needs and capabilities.
Examples
Defines service expectations
Improves client trust
Provides accountability
Benefits
Can be rigid if not updated
Needs careful drafting
May require negotiation
Common Mistakes
Regularly review SLAs and communicate updates to clients.
Conclusion
Regularly review SLAs and communicate updates to clients.