What is Service Level Agreement (SLA)?
SLA (or Service Level Agreement) is a document that defines the rights and obligations of the IT outsourcer and the client.
SLA is usually used in the IT world because companies more often depend on external services such as hosting, cloud computing, and so on. However, almost any business relationship can be governed by a service level agreement.
Service Level Agreement describes the quality and quantity of services from the perspective of the contractor and recipient of the services and their mutual responsibilities.
The document usually regulates:
The goal of any SLA is to secure the rules of the game. At the same time, it is important to understand that an SLA is not an internal document. It is concluded together with all business representatives and about which all users are informed.
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