Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a contract that defines the quality and volume of specific deliverables and service level requirements for both parties involved. A comprehensive SLA will include performance metrics to ensure that the expectations of both parties are being met throughout the outsourcing engagement. An SLA is a subordinate agreement to a Master Services Agreement (MSA). An SLA is created during the Contracting stage of Training Outsourcing. Other agreements are Purchasing Agreements, Purchase Orders, and Statements of Work.

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