A Service Level Agreement (SLA) is often considered the main contract with an ISP; however, the SLA is actually the technical aspect of the complete Service Level Contract (SLC), where the service levels are formally defined. The SLA often refers to contracted delivery times, values, parameters, and features that are negotiated, and it often describes, in plain language, what the organization is purchasing from the ISP.
General Considerations for SLAs
Many companies, vendors, and ISPs must provide SLCs to their partners or customers, and the SLA is a component of the SLC. The SLA defines specific parameters and performance . . .
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