What Information Is Contained In A Service Level Agreement?

1.	What Information Is Contained In A Service Level Agreement?
Answer» A Service Level AGREEMENT typically has the following information contained in each agreement: A description of the SERVICES PROVIDED to the customer; A description of the performance service LEVELS used by the provider to demonstrate the QUALITY of customer service; Service level performance targets which are benchmarked against industry best practices; Roles and responsibilities of CIO/OFT; Roles and responsibilities of the Customer; Rates for services provided and billing process; Dispute resolution process; The process for communicating with CIO/OFT; and The SLA renewal process. A Service Level Agreement typically has the following information contained in each agreement:

Answer»

A Service Level AGREEMENT typically has the following information contained in each agreement:

A description of the SERVICES PROVIDED to the customer;
A description of the performance service LEVELS used by the provider to demonstrate the QUALITY of customer service;
Service level performance targets which are benchmarked against industry best practices;
Roles and responsibilities of CIO/OFT;
Roles and responsibilities of the Customer;
Rates for services provided and billing process;
Dispute resolution process;
The process for communicating with CIO/OFT; and
The SLA renewal process.

A Service Level Agreement typically has the following information contained in each agreement:

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