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Performance and Fault Management by James M. Thompson, Kent J. Phelps, Robert L. Pavone, Christopher E. Elliott, Paul L. Della Maggiora

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Using Service Level Agreements

Depending on your organization, service level agreements (SLAs) may be necessary. An SLA is an agreement between the network provider and the customer that guarantees a level of service and calls out damages if a service level is not met. For internal customers, damages may be in the form of losing a quarterly bonus for not meeting the SLA. The agreement can be between you and your Frame Relay service provider (where you are the customer) or between you and your company's accounting department (where you are the network provider). SLAs center around a set of policies and must be realistically achievable.

SLAs are business agreements that define a set of policies and business objectives that must be met and the consequences ...

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