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A service level agreement is part of a formal contract which defines the particular service involved. It is mostly used in the technology sector with internet service providers and the like.

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A service level agreement is part of a formal contract which defines the particular service involved. It is mostly used in the technology sector with internet service providers and the like.

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Service level agreement

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Service-level-agreement

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Service Level Agreement Monitoring (SLAM) Chart

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ITIL defines a Service Level Agreement (SLA) as an agreement between an IT service provider and a customer. The SLA describes the IT service, records service level targets, and specifies the responsibilities for the IT service provider and the customer. A single SLA may cover multiple IT services or multiple customers.

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