Understanding the Service Level Agreement

In essence, the SLA describes the service and the quality measures by which the delivery of that service will be judged. It is also an opportunity to clarify what is and is not provided. In addition to the service provider responsibilities, any customer responsibilities are also stated here.

It is important that the SLA is an actual written agreement, not a vague “understanding.” It should be signed by all parties to the agreement, including the service provider and the customer. Ensuring that the signatories have the authority to make the agreement is important; often the SLM will do all the preparatory work, but the IT director actually signs, showing that the commitment is that of the whole department. ...

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