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What Is Service Line Agreement

If they find that this is not the case, customers can also see on the portal if they are entitled to compensation. In external SLAs, this compensation can take the form of “service credits,” according to PandaDoc. Take pandaDoc`s free SLA template here to learn more. Therefore, measurability is important. Quantifiable metrics are clear and specific and can be divided into targets that represent preferred performance and minimum values that indicate acceptable performance. Incentives and penalties may be incorporated with a clause indicating when the customer or service provider has the right to terminate the contract. A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the user of the service. [1] The most common element of an SLA is that services must be provided to the customer as contractually agreed. . . .

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