Service Level Agreements (SLAs) Explained
How SLAs define performance, accountability, and measurable outcomes in outsourcing contracts.
What is an SLA?
An SLA defines measurable service standards such as uptime, response time, resolution time, and reporting obligations.
Key Components
- Service scope
- Performance metrics
- Escalation paths
- Penalties or credits
Common Mistakes
- Measuring speed without quality
- Undefined escalation authority
Related guides
Note: Educational content only. Not legal or professional advice.