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:



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