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Service level agreement:

A service level agreement is a commitment between a service provider and a client. Some particulars aspects of the service like quality, availability responsibilities are agreed upon between the service provider and the service user. It characterizes the level of service expected by a customer from a supplier, outlining the metrics by which that service can be measured, and the relief or penalties should the agreed-on service levels not be accomplished.


A service-level agreement determines the standard of service that is expected by a client from a supplier laying out the measurements by which that service is calculated, and the remedies or retributions, should the agreed-on service levels not be attained.


A service level agreement is a key in securing your company and safeguard you have a outstanding connection with your provider. Mutual understanding in terms of performance standards are important to establish a positive experience for all involved parties.


1. It improves customer service.

2. It facilitates communication.

3. It is negotiated and mutually accepted.

4. It defines procedures.

5. It documents agreements.

6. It can be used as a written reference when there is a question or disagreement.

7. It sets standards for customer service


There are three types of service level agreements

a. Customer based service level agreement..

b. Service based service level agreement.

c. Multi level service level agreement

A service level agreement allows you to hold you service provider accountable and details exactly the type of service. A Service level agreement functions as a blueprint of the service the provider guarantees to provide and can protect your organization’s assets and reputation, which is of utmost importance to your organization. It helps establish clear and measurable guidelines, it provides recourse for unmet service obligation; it provides for unmet service obligations, it provides peace of mind.


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