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Service-Level Agreement (SLA)

A service-level agreement (SLA) is an agreement between a service provider and a customer outlining all services to be provided as well as customer expectations, success metrics, and communication expectations. SLAs are generally created at the start of a new project so both parties have the same expectations.

What Small and Midsize Businesses Need to Know About Service-Level Agreement (SLA)

Typically, an SLA includes things such as an outline of services to be provided, the duties of each party, a general timeline, and remedies if the agreement is broken by either party. These agreements facilitate clear communication between a customer and a service provider/vendor. They can also aid in quickly resolving any disputes that may occur throughout a project.

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