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. The definition of the SLA is important in terms of defining customer expectations. Most SLA is developed after defining existing services and then, by identifying what, if any, new services are required. An SLA is intended to be an objective tool that helps service providers define benefits versus cost tradeoffs and deliver communication services that provide the best value to the customer.
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