What Is The Purpose Of A Service Level Agreement Sla

    A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the user of the service. [1] The most common element of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language. In this case, the SLA usually defines a technical definition in mean time between failures (MTBF), average repair time or mean recovery time (MTTR); Identify which party is responsible for reporting errors or paying fees; Responsibility for different data rates; throughput; jitter; or similar measurable details…