In simpler terms, Service Level Agreement (SLA) is an agreement between two or more parties one of which is a consumer and the other is a service provider. The difference between (SLA) and standard form of contract is that the terms and condition is there given by the service provider or the consumer and the other party have to agree on that condition. In other words, it is just a contract.
The essence of SLA lies in the fact that the conditions mentioned on the agreement aka the performance metrics are fixed to my mutual consent of both consumer and service provider. The SLA can be both internal i.e. b/w various department within the same organization or it could be external b/w different organization.
Previously this type of agreement was more prevalent in the telecom sector but now it has broader dimensions within wide range of sectors. Within a same organization different department such as IT, HR, real state tends to engage into service level agreement. This is because it increases the level of service and also it acts as a parameter to compare it with external service providers engaged in same type of service. There is also scope of annual revision of the agreement.
It is based on the agreement between both customer and service provider.
Q)What is the purpose of a Service Level Agreement (SLA)?
A Service Level Agreement (SLA) is an agreement between a customer and a provider of services. It provides an opportunity to foster a closer working relationship between the customer and the provider. Expectations for services rendered, how they will be delivered and at what costs provide an open and transparent environment. It fosters smarter consumers and holds the provider accountability for delivering services as prescribed
Q)What information is contained in a Service Level Agreement?
A Service Level Agreement typically has the following information contained in each agreement
• A description of the services provided to the customer;
• A description of the performance service levels used by the provider to demonstrate the quality of customer service;
• Service level performance targets which are benchmarked against industry best practices;
Roles and responsibilities of the Customer;
• Rates for services provided and billing process;
• Dispute resolution process;
• The process for communicating
• The SLA renewal process
Q) Is there provision for confidentiality ?
Yes, A section of the SLA document can define the confidentiality provisions?
Q)Whether can I put a provision of revision in my service level agreement?
Yes you can on annual basis
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