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Guidance Document A Guide to Service Level Agreements

last updated: 10th June 2011

Guidance Document A Guide to Service Level Agreements.doc

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Service Level Agreement - Guide

Definition:

A Service Level Agreement (SLA) is an agreed upon statement of objectives between all parties that are SMART in their application. They are especially important where a service is provided as performance is often based on subjective criteria. A SLA makes it tangible and measurable and can form an integral part of a contract.

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