Service providers need SLAs to help them manage customer expectations and define the circumstances under which they are not liable for outages or performance issues. Customers can also benefit from SLAs in that they describe the performance characteristics of the service, which can be compared with other vendors’ SLAs, and also set forth the means for redressing service issues — via service credits.
For Netdesire Technologies service provider, the SLA is typically one of two foundational agreements it has with customers. Many service providers establish a master services agreement to establish the general terms and conditions in which it will work with customers in Sharjah. The SLA is often incorporated by reference into the service provider’s master services agreement. Between the two service contracts, the SLA adds greater specificity regarding the services provided and the metrics that will be used to measure their performance. SLAs may specify include Availability and uptime, Specific performance, Application response time, The schedule for notification in advance of network changes that may affect users, Help desk response time for various classes of problems, Usage statistics that will be provided.