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Service Level Agreements



Fri 29 December 2023 Service Level Agreements

What are Service Level Agreements (SLAs)?

An SLA is a form of contract generally used for long term, business critical services provided by an external supplier. Whilst many of the main terms of a Service Level Agreement are common terms and conditions found in many types of business contracts, the specific service, performance and remedial and penalty terms generally require bespoke, specific and detailed consideration and drafting.

Service Level Agreements (SLAs) are frequently used in for IT contracts but they are also common in other businesses, sectors, and industries, such as :-

Key Issues in Service Level Agreements

Building in flexibility is often important

Notwithstanding the importance of detailed specifics with Service Level Agreements, as these contracts are often of high importance and long term, it’s equally important to agree ways to ensure the contract works well in practice, with suitable flexibility and practical ongoing co-operation. Ways to do this often include :-


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