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{{a|negotiation|[[File:SLA.jpg|450px|center|thumb|A fifteen-year-old with a mop and a bucket, yesterday.]]}}A [[service level agreement]] (“fondly” | {{a|negotiation|[[File:SLA.jpg|450px|center|thumb|A fifteen-year-old with a mop and a bucket, yesterday.]]}}A [[service level agreement]] (“fondly” known as an '''[[SLA]]''' — that is an ''[[ess-ell-aye]]'', not a “slah”) defines the level of “service” you expect from a [[vendor]], laying out the [[metric]]s by which the service is measured, and your remedies and [[Penalty clause|penalties]] should agreed-on service levels not be achieved. | ||
Conventional wisdom: ''It is a critical component of any [[vendor]] contract.'' | Conventional wisdom: ''It is a critical component of any [[vendor]] contract.'' |