Service Level Agreement



As like the name suggests the agreement focuses on guarantee over the level of service expected from a service provider. It is an agreement which is a formal document that is made between the user and a service provider regarding the framework of the service that is rendered.

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  1. LEGAL BINDING: The service providers will be legally bound to maintain the level of service expected and agreed by them to the user as prescribed in the SLA. And therefore can sue the service provider for any deficiency in service.
  2. IMPROVES RELIABILITY AND RESPONSIVENESS: The user builds more trust in the service provider which improves reliability. And more than how a service is provided the user is more concerned about how the service effects them, so punctuality and quick response to the user’s needs can be met through this agreement.
  3. AVOIDS CONFUSION: The agreement clearly describes the level and methods of providing services which avoid confusion.

EVIDENCE: The agreement made is evidence to prove the level of service guaranteed.


Click here to read more about the “Master Service Agreement“.




  1. Name and details of parties.
  2. A description of the service being provided.
  3. Time period.
  4. How the needs of users will be approached.
  5. Procedures for reporting grievances.
  6. Service monitoring procedures.
  7. Redressal mechanisms and remedy available.
  8. Circumstances where the level of service is not applicable.
  9. Consideration is given.
  10. Signature of both parties.