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Glossary

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Service Level Agreement (SLA)

Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected from the provider. It outlines the services provided, the expected performance levels, and the remedies or penalties if the service provider fails to meet the agreed-upon standards. SLAs are commonly used in maintenance operations and management to ensure that the customer receives the agreed-upon services in a timely and cost-effective manner. SLAs typically include details such as response times, resolution times, availability, uptime, and service credits. They also often include provisions for monitoring and reporting, as well as dispute resolution. SLAs are an important part of any maintenance operations and management strategy, as they help to ensure that the customer receives the services they need in a timely and cost-effective manner.

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