What is a Service-Level Agreement (SLA)?

Service-Level Agreement Definition

An SLA (service-level agreement) specifies the degree of service you anticipate from a vendor, as well as the metrics by which service is assessed and remedies or penalties in the event that agreed-upon service standards are not fulfilled. Service level agreements (SLAs) vary by service, industry, and vendor type. SLAs are contracts between the service provider and third parties; there can be no agreement between third parties because the level of service has been determined by the customer; these agreements are simply contracts. It’s an important part of any technology vendor agreement. Service-level SLAs, Customer-based SLAs, and Multi-level SLAs are the three categories of SLAs.

home-azure-connect-app

Ready to approach technology differently and start your Digital Transformation journey?

LET’S TALK ABOUT YOUR DIGITAL TRANSFORMATION

Since 1987, thousands of organizations have partnered with TMC to rethink their business processes and technology to empower their employees to achieve more, improve customer experience & adapt to the ever-changing global economy.