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Definition: Service Level Agreement
A service level agreement is a constituent of a service contract which is formally structured. More often, they act as a contract between subscribers and the network providers. It can also be used to denote the contracted service time delivered to the customers.
Hence, the SLA s are effective in deriving the mean time between failures and mean time to recovery for better decision taking on way forward. The information on the levels of performance, operation and service for the purpose of billing is often specified in the SLA. Usually, these agreements are legally binding and very often punishable if not followed.
For e.g., ISP (internet service provider) may define their terms of contract so as to measure the levels of service provided to customers which can be monitored and often compared with the other service providers.
Hence, it provides an absolute platform for the customers to be aware of the amount of minimum service to be expected from their providers etc. The SLAs provided generally include the definition of services in their perspective, terms of services involved, performance measurement, termination of contract etc.
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