A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal « treaty » (e.g. B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no « agreement » between third parties; These agreements are simply « contracts ». However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an « SLA ». Security – All security measures taken by the service provider are defined. Typically, it revolves around the development and consensus on anti-poker, IT security, and privacy agreements.
However, a service level agreement can take the form of a legal or informal contract or form part of a contract. For this way, a service level agreement can be included in a contract, but a contract is not necessarily a service level agreement. Many companies prefer SLAs that are not part of the contract itself, as this allows for a simpler review. Typically, ESAs include many elements, from the definition of services to the termination of the contract.  In order to ensure strict compliance with the AGREEMENTS, these agreements are often designed with specific dividing lines and the parties concerned must meet regularly to create an open forum for communication. The rewards and penalties applicable to the supplier are often indicated. Most LTC also leave room for periodic (annual) audits to make changes.  The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. .