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Concept of Service Level Agreements

Applied IT (Year 12) - Project Management (U4)

Christian Bien

Introduction to a Service Level Agreement | Video by GetVoIP

The above video goes through the concept of a SLA and relevant examples.

What are Service Level Agreements?

Service Level Agreements are a contract between a service provider and a user of the service (ie the customer), that defines the expected quality of services to be provided by the service provider.

For example, a SLA for a Cloud Storage Provider would outline the expected uptime of cloud servers, expected speeds to access data and the amount of cloud storage provided by the cloud service provider.

What are some examples of Service Level Agreements?

Google Cloud Service Level Agreement​

TPG Service Level Agreement​

Microsoft Office 365 Service Level Agreement

Amazon Cloudfront Service Level Agreement

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