Business Hours Service Level Agreement

Some general sections of this type of agreement include a description of how the service provider will operate, how issues will be handled, what each party`s responsibilities are, how the agreement can be terminated by both parties, what exactly is provided, and how and what a customer can do if service levels are not satisfactory. As managed services and cloud services become more common, SLAs are evolving to tackle new approaches. Shared services and unsuitable resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements covering all of a service provider`s customers. Always add a separate SLA when offering service to customers who have high expectations.