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Pennsylvania Department of Public WelfareOffice of Information SystemsService Level Agreement (SLA) StandardsVersion 1.1April 3, 2002 Table of Contents Introduction×3 Purpose×3 Document Change Log×3 The
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Service level agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected by both parties.
Service providers are required to file service level agreements with their customers.
Service level agreements can be filled out by detailing the services to be provided, the expected levels of service, and any penalties for not meeting the agreed-upon standards.
The purpose of a service level agreement is to ensure that both the service provider and the customer understand the service expectations and obligations.
Service level agreements must include details on the services to be provided, expected response times, performance metrics, and dispute resolution procedures.
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