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Service-Level Agreement
A service-level agreement defines provider and customer responsibilities, expected service performance and how results are measured or reported.
A service-level agreement is a commitment between a service provider and a customer that describes the service, responsibilities and expected performance. It can also address how performance is reported and how problems are resolved.
For a property-service arrangement, response time and completed resolution describe different results. An agreement needs clear measures if those results are to be evaluated separately; the term itself does not establish a particular response-time promise.
Frequently Asked Questions
Does a service-level agreement prove that the promised service was delivered?
No. It establishes expectations and responsibilities. Actual performance must be checked against the agreed measures; the agreement alone is not delivery evidence.
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