A service-level agreement (SLA) was originally used by networking service providers, but it has ventured into the IT arena and other businesses as well. It is a written document that explains the commitment between a vendor and client. Without it, any business contract becomes meaningless or can be misinterpreted. Therefore, it safeguards the interest of both parties in the contract.
Due to different SLA applications, it has different levels. One such level is service-based SLA. This agreement determines the service provided by the provider which should be the same for all users. For example, an IT vendor offering email services to a company should provide the same type of service to every employee.
Each SLA should decide these basic points:
• Type of service
• Performance level of the service
• Response time
• Amount of time it takes to resolve an issue
• Security measures taken to safeguard user's information
• Steps to be taken if the contract is breached
Before you choose SLA services, you should always consider the key elements based on your requirements. To know more about them, visit Field Engineer.