A service-level agreement (SLA) is an informal contract between a carrier and a customer that defines the terms of the carrier's responsibility to the customer and the type and extent of remuneration if those responsibilities are not met.
This tutorial is a guide for companies looking to create the ideal SLA for their business environment. The tutorial introduces the concept of an SLA, discusses its relevance to almost every business, and contains guidelines for companies to follow when forging an SLA with a carriers1.
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