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Service level agreement: Difference between revisions
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A [[service level agreement]] (“fondly”<ref>Few people who have ever been party to one look upon an SLA with any kind of fondness</ref> 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. | {{a|Negotiation|}}A [[service level agreement]] (“fondly”<ref>Few people who have ever been party to one look upon an SLA with any kind of fondness</ref> 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. | ||
''It is a critical component of any [[vendor]] contract.'' | ''It is a critical component of any [[vendor]] contract.'' | ||