What is a Service Level Agreement or SLA contract?

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An SLA, or Service Level Agreement, is a contract between two parties that specifies, in measurable terms, what services each party will provide and what the penalties will be if service levels are not met. SLAs are crucial to establishing clear expectations and performance parameters in a relationship. However, an SLA cannot be encapsulated by a single definition , since its adaptability allows it to be interpreted or used to achieve different objectives, depending on the specific needs of the parties involved and the particularities of the service in question.

For example, a service level agreement between two different companies is not the same as an SLA between different departments within a company. Different types of SLAs contracts Internal SLA This type of SLA is established uk telegram data within an organization, between different departments or business units. It ensures that internal teams provide services to other teams in the company with a specific level of quality. Internal SLAs therefore ensure that different teams within a company work towards a common goal.



A very clear example to show the importance of an internal SLA between departments, and in which we are specialist consultants in Ipanema, is the alignment between the marketing and sales teams. There is a long history behind sales and marketing teams . Sometimes, these two departments do not work together, leading to a lack of transparency and are often judged on different metrics and timelines, which can lead to frustration and misalignment.