In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification. A service is what someone provides you. The provision of an Internet service is an example of this. As managed services and cloud services become more common, SLAs are evolving to tackle new approaches. Shared services and unsuitable resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements covering all of a service provider`s customers. Typically, ESAs include many elements, from the definition of services to the termination of the contract. .
Service Level Agreement Concepts