Importance of SLA
Service Level Agreement is a very detailed document and it is important for both the parties i.e. service provider and the client. There are various important points from the perspective of the service provider as well as the client, some of them are mentioned below.
1. Clear Guidelines: All the terms and conditions are expressly mentioned in the SLA, so it is easier for the customer to raise any issue if they face any difficulty.
2. Predefined Quality: The metrics are defined in the SLA, so any party can refer to the same if they have any confusion regarding any services.
3. Alternative Solution: The SLA also helps the parties to find an alternative solution in case one of the parties has not performed the services as mentioned in the SLA.
4. Details of the Parties: The SLA also helps the service provider to know about the details of their customers and to know about all the conditions that they have agreed upon.
5. Timeline: The SLA also provides a timeline to both parties for addressing any issues present between them.
6. Disclaimer: The SLA also provides a part in which the services are mentioned that are not the liability of the service provider.
7. Liability of the Service Provider: The service provider can show their customers the liability defined in the SLA if the client is demanding more services or any service that is not theirs in the SLA.