CHAPTER 14

Service-Level Agreements

In this chapter, you will learn about

• The role of service-level agreements (SLAs)

• How SLA requirements are discovered

• What to include in an SLA

• Service-level targets that pertain to networked AV systems

In this chapter, you will become versed in a decidedly IT practice for documenting the design, performance, and maintenance of networked systems: the service-level agreement (SLA). AV and IT professional have established methods of discovering and documenting end user needs. When AV systems touch the enterprise network, AV service providers need to be able to function within the established IT framework.

Learning about SLAs and the overall IT documentation processes will help you better understand ...

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