What is Service Level Agreement?
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Service Level Agreement
A Service Level Agreement refers to a formal document that is between a user and a service provider that gives a framework that is measurable for the provision of a particular service. In simple terms, an SLA is contract that is between the provider and the end user which defines the level of service that is expected from the provider. These are mostly output based and its purpose is to simply define what the customer will be receiving.
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What is Service Level Agreement - SLA?
Service Level Agreement or more commonly known as just SLA is document that exists between a user and a service provider. Even though this document does not provide any details on how the service is to be delivered but it gives a measurable framework for the provision of that service. Some of the ways which are used to define the SLA can be the mean time that can exist between failures, or an accepted level of downtime that is mutually agreed upon and an agreed time frame, it can also include support response and resolution times.
Benefits of having Service Level Agreement
No unrealistic expectations
Most of the customers are frustrated when their expectations are not met, whether or not these expectations are realistic or unrealistic. A comprehensive and well defined SLA helps to manage effectively the expectations by communicating thoroughly the abilities that are present in the service provider.
Complex issues can be simplified
Most customers are not interested in how the service works. What the customers are interested in, is how the service will affect them. The SLA can help in the description of the issues that may come forward and how these issues can be resolved if the response is not good enough or satisfactory.
The procedure of Service Level Agreement
2 working days
Our representative will get in touch with you to understand your requirements fully, once you send in your request to us. In case we require any more details, you will be contacted again for more information. Once we have everything we need, we will be working on your request and will eventually send it to you for your feedback and review within the span of only 3 or 4 working days. You are free to get back to us and inform us whether you want to make sure changes or modifications on the draft.
2 revision rounds
In case you are not satisfied with the outcome of the document that is drafted by us, or like to have some changes made to the agreement, then our lawyers will certainly work on it again. We offer two rounds of iterations free of cost, which is included in the original price.