Service Level Agreement / SLA (Service Level Agreement)

Service description

A service level agreement (SLA) is a documentary tool that governs service quality management in IT companies where the vendor provides a guaranteed level of service. SLAs are also used to regulate divisions between divisions.

The contract for the provision of services does not contain any legal requirements, and therefore the contracting parties fully determine their mutual rights and obligations.

The contract should contain the technical specifications and conditions that are achievable and satisfactory for the company, as well as the parties’ responsibility for complying with the terms of the contract.

What you get as a result

A well-written SLA that will benefit both service providers and customers.

Required information

Terms of service
Quality indicators
Control methods
Methods of payment for services