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UCLA INFORMATION TECHNOLOGY SERVICES Enterprise Messaging Service Level Agreement Effective Date: 2011-5-6 Version: 16.7 Service Level Agreement v.16.7 Enterprise Messaging Table of Contents 1.0 INTRODUCTION
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What is service level agreement?
A service level agreement (SLA) is a contract between a service provider and a client that outlines the agreed-upon quality and performance metrics for the services being provided.
Who is required to file service level agreement?
Both the service provider and the client are required to file a service level agreement.
How to fill out service level agreement?
To fill out a service level agreement, both the service provider and the client need to discuss and agree upon the desired outcomes, performance metrics, responsibilities, and other relevant terms. It is advisable to seek legal or professional assistance when drafting an SLA.
What is the purpose of service level agreement?
The purpose of a service level agreement is to clearly define the expectations, deliverables, and responsibilities of both the service provider and the client. It helps establish a framework for measuring, monitoring, and improving the quality and performance of the services provided.
What information must be reported on service level agreement?
A service level agreement typically includes details such as the scope of services, performance metrics, response and resolution times, escalation procedures, remedies for service failures, reporting and review processes, and any specific terms and conditions agreed upon by both parties.
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