Based on objectives that need to be attained, Service Level Agreements (SLAs) are signed between two parties and clearly identifies and specifies the level of service that is receivable by a customer from the IT service provider/IT vendor. What is important is that an SLA sets an overall framework that helps measure the level of services provided to the customer and is critical for the working relationship. A key part of An SLA includes details of the duties and responsibilities of the signing parties while also putting in place remedial measures in case of non-performance by either party.
