An SLA, or service-level agreement, is a document created together by two or more parties to specify services that a provider will deliver to a customer.

It’s a specific kind of contract which determines the scope of work and aims to keep performance levels to an agreed standard.

Service-level agreements are broad-ranging and can apply to a range of different use cases. The idea of the customer and of the service provider are pretty fluid. This means that SLAs are often used as internal tools where one department acts as the customer and the other as the service provider.

Read more @ SLA engineering

SLAs can be pretty useful in both internal and external organization and goal setting, and are fairly standard practice for companies the world over.

However, not all SLAs are of equal value. A poorly determined SLA may prove useless in the duration of a client relationship. An SLA which gets signed and shoved straight into a filing cabinet is unlikely to provide much positive impact on the service provision.

We don’t need to just know what an SLA is, we need to know how an SLA is best leveraged.
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