Service Level Agreements
A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.
- Customer-based SLA. This type of agreement is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract. …
- Service-based SLA. This SLA is a contract that includes one identical type of service for all of its customers. …
- Multi-level SLA.
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