How to Prepare Service Level Agreements

A guide to preparing Service Level Agreements with practical examples.

Information about How to Prepare Service Level Agreements

Possibly the best known definition of an SLA is that of Hiles (Institute of Management Checklist 007, Implementing a Service Level Agreement.):‘An agreement between the provider of a service and its users, which quantifies the minimum quality of service which meets business needs.’ The term ‘customer’ is often applied, as in this handbook, to refer to the user of a service.

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