What Is An SLA? Best Practices For Service-Level Agreements
CIO, Thursday, June 20th, 2024
A service-level agreement (SLA) defines the level of service expected from a vendor, laying out metrics by which service is measured, as well as remedies should service levels not be achieved. It is a critical component of any technology vendor contract.
SLAs are a critical component of any outsourcing and technology vendor contract. Beyond listing expectations of service type and quality, an SLA provides remedies when requirements aren't met.
Following are answers to common questions about SLAs and tips on how your organization can craft effective SLAs with your vendors and partners.