Service Level Agreement (SLA)

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A Service Level Agreement (SLA) is a contract defining the level of service expected by the end user from the service provider. It is output-based where its purpose is to define what service the customer will receive from the service provider. For example, Internet service providers commonly include service level agreements within the terms of their contracts with customers to define the level of service being offered, in simple language.

SLA helps service providers to manage customer expectations and define the circumstances when they will not liable for any performance issues. It also benefits customers as they can compare the performance characteristics of one vendor with other.

SLA is considered as one of the two foundational agreements the service provider has with its customers. The basic content in SLA includes a statement of objectives, a list of services to be covered as per the agreement, monitoring process and service level reporting, steps for reporting issues with the service, etc.

These contracts are widely used in IT service providers, cloud computing service providers, corporate IT organizations, and other such IT-related fields. They are subject to modification over time, regardless of the type of industry. With periodical reviews and updates, SLAs are updated with new, existing or changes in services, to provide transparency between the customer and its service provider.

Rajagiri Center for Business Studies is one of the top business schools in Kerala offers various post graduation courses like MBA, IMBA, MHRM, and PGDM. Offering an amazing learning environment, best in class hostel facilities and good placement assistance, RCBS promising you a better career and bright future. With quality learning facilities and serene environment, Rajagiri MBA Colleges in Kerala has been rated as the best B Schools in Kochi Kerala, RCBS the right choice for a bright future.

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Location: Kerala, India

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