Benefits

- Clarity of Expectations: Clearly defines the service standards and performance metrics.
- Accountability: Ensures service providers are accountable for their performance.
- Improved Service: Helps in managing and improving service delivery through predefined metrics.

Key Elements

- Service Scope- Performance Metrics- Responsibilities of Each Party- Reporting and Review Processes- Remedies and Penalties for Non-Performance

FAQs

- What should be included in performance metrics?  Metrics may include response times, resolution times, and service uptime.- How are issues addressed?  SLAs typically include procedures for reporting & resolving service issues.- Can SLAs be modified?  Yes, SLAs can be amended by mutual agreement of the parties involved.