Components of SLA
Various components of a Service Level Agreement are necessary to be included in an SLA to make them a valid legal agreement. Some of the components that must be included in an SLA are discussed below.
1. Overview: Both parties must mention the general details of the agreement like name, and details of the parties, tenure, signing date, etc.
2. Services: The agreement should mention the services that the service provider will provide, the timeline, and the costs associated with it.
3. Metrics: In metrics, the client or the customer will mention how they are going to measure the performance of the services. The service provider can also provide their metrics to lure other customers.
4. Support: It is necessary to mention the details of the contact person whom the client/customer can connect in case they face any difficulty.
5. Dispute Resolution: It is necessary to mention the dispute resolution technique that both parties are going to follow and the maximum timeline for that.
6. Penalty: It is there so that the parties know that in case they are not performing the services then they have to pay the mentioned penalty to the other party.