Service Level Agreement
A Standard Document that allows parties to an outsourcing or services agreement to define service levels, service credits, and key performance indicators (KPIs). Designed for attachment as an exhibit to a master services agreement (MSA) or statement of work (SOW), this service level agreement (SLA) helps manage provider performance in US transactions. It outlines service scope, mutual obligations, and performance assumptions and details the calculation and application of service credits for deficiencies, and whether they are the customer's exclusive remedies. Optional clauses, such as service credit earn-back and monitoring and reporting frameworks, allow for customization to specific operational needs. This Standard Document has integrated notes with important explanations and drafting and negotiating tips.
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