Original Source: Balance Careers by BY F. JOHN REH

A service level agreement often called an SLA for short, is an agreement between a supplier and customer that specifies specific service levels. This agreement can be either formal, a negotiated contract between two companies, or informal, like an understanding between two departments in a company. The SLA can be an extensive agreement covering many different performance measures or it can be a simple, single-term measurement.

Contributors: Open Source
Categories: Industry Articles, SIG U Resource
SRC Type: Risk Management, Sourcing Management, Third Party Management