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SLA (Service level agreement) is a formal negotiated contract between service providers and customers. Nowadays the quality of telecommunication services is the key parameter in the success or failure of business enterprises. If there is no SLA between two parties, the customers can not track their rights. With SLA, expectations and responsibilities of parties will be defined. In this manner, the service providers can present different levels of services with different prices. Consequently, the revenue of companies will increase. With creating more competitive market, the performance quality of services will increment and the customers can fine service providers if they fail to deliver as promised.
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