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Service Level Agreement (SLA)
All about Service Level Agreement (SLA)
A service-level agreement (SLA) is basically a document which defines service level expected by a customer from a service provider or supplier. It lays down the metrics through which that service can be measured, and in case of non performance or delays, the penalties or remedies can be defined.
Generally SLAs are very much popular in IT companies or outsourcing companies, wherein if the services are getting affected after a certain percentage or period of time agreed upon, the payments or consideration may also get reduced based on reports. SLA should be crafted in such a way that it should be aligned to the technology business objectives and in case of any gaps, the pricing and compensation factors shall be incorporated in agreement.
Major terms used in SLA
- clear scope of services included in project and exclusions as well, if any
- time frame standards
- escalation levels
- responsibilities lies with person
- cost involved and negative impacts in case of non-performance or delays
Why EzeeStartup
In our recommendation, any IT company or technology arrangements, one must enter in to a proper SLA to safeguard its time, confidentiality and avoiding any future litigation.
Our expert attorneys can make customized contract or agreement based on your specific requirement, which will be legally valid and can be challenged in court of law.
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