Service level Agreement

For each of the services, the constant and elective functional characteristics and parameters of the service level agreement (SLA) are agreed, as are other properties. The fact that the SLA precisely specifies the mutual relations of the supplier and customer also helps to create an atmosphere of mutual confidence and significantly improves the communications between both parties to the agreement. The SLA can also specify the methods for resolving conflict situations, the principles of functioning of servicing or the help desk and other elements and conditions essential for the smooth and uninterrupted provision of services. Additionally, the SLA guarantees the provider that his services will not be abused or that he will not provide performance beyond the agreed framework.