A Service Level Agreement (SLA) is the service contract component between a service provider and its internal or external customers. Particular aspects of the service is quality, availability, responsibilities are agreed between the service provider and the customers. In fact, he is telling his clients that he will provide support, at any time, under any conditions, without any limitation to the systems and services they have.
In SLA you can give the best service to your customers what they want in the best possible way. If your company offers good customer service, you have a better chance of maintaining and increasing your customer base.
This is a powerful tool. This is a way to tell your customers how can you going to provide support to your customers. With SLA you can improve your business standard like Speed Standard, Accuracy Standards, Accessibility Standards, etc.
Establishing an SLA
A document that describes a formal understanding between two or more parties. It becomes an official agreement, with the SLA published on its Intranet or in brochures for employees.
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