IT Policies

Getting The Right Service Level Agreement

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Executive Summary

Service Level Agreements (SLAs) are critical to the computer industry but they are rarely fully understood. Under an SLA, a supplier undertakes to supply a service to a client at a particular level. Ideally, an SLA should be a self-enforcing agreement within a continuing relationship. Changes required should be dealt with through a change control procedure. In some ways the process of creating the SLA is as valuable as the agreement itself. Alternatively, the SLA may be one aspect of a larger agreement for services, i.e. it is the schedule that stipulates how well the services have to be provided and what happens if the supplier does not provide this.

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