What makes a good Service Level Agreement?
A Service Level Agreement (SLA) records a common understanding about services, priorities, responsibilities, guarantees and warranties between parties where one party is the customer and the other is the service provider.
An SLA will need to cover support services, hours and fees, and service levels and credits. It is very common with the provision of software.
For more information on SLAs and to give you an idea of the key concepts and provisions which should be addressed in it please see our 1 page infographic here https://www.crippspg.co.uk/wp-content/uploads/2019/02/Infographic-Service-Level-Agreement.pdf.
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