A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the user of the service. [1] The most common element of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language. In this case, the SLA usually defines a technical definition in mean time between failures (MTBF), average repair time or mean recovery time (MTTR); Identify which party is responsible for reporting errors or paying fees; Responsibility for different data rates; throughput; jitter; or similar measurable details. Specifies exactly which services are provided by each party ● SLA Creates an agreement with a provider for the continued provision of services ● BPO Summarizes which party is responsible for performing certain tasks ● MOU Documents how networks are connected ● ISA Defines how disputes are handled ● SLA Specifies a predefined discounted price structure ● BPO Defines the specific responsibilities of the provider and sets the customer expectations. Have you ever ordered from a pizzeria because they guaranteed your food would be delivered in 30 minutes or less? Then, you already understand the appeal of a strong service level agreement. What services should you stabilize first when recovering from a disaster? Zendesk Support has an SLA feature that allows agents to comply with service contracts in the most convenient way possible. When you help a user with a computer problem, you find that they have written their password on a note that sticks to their computer screen.

You check your company`s password policy and find that the following settings are currently required: • Minimum password length = 10 • Minimum password age = 4 • Maximum password age = 30 • Password history = 6 • Request complex passwords with numbers and symbols • Account lockout = 3 A service level agreement (SLA) is a contract provided by A managed service provider (MSP) that defines the level of service expected by the customer. Once you`re sure you can provide a consistent level of service, hire customers with official guarantees. Sometimes the mere existence of an SLA in a contract calms a customer`s mind. To attract potential customers, your marketing team can also advertise in campaigns the speed of your service window. Goals are usually based on the quantity/speed and quality of the work done. Your document should prioritize important areas, expected services, and insurance in case expectations are not met. .