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{{Quote|a [[contract]] between a [[service provider]] and a [[customer]] that specifies the nature of the service(s) to be provided and the level(s) of services that the provider agrees to provide to the [[customer]].}} |
{{Quote|a [[contract]] between a [[service provider]] and a [[customer]] that specifies the nature of the service(s) to be provided and the level(s) of services that the provider agrees to provide to the [[customer]].}} |
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+ | {{Quote|An abbreviated service agreement stating the technical performance promises made by a provider, including remedies for performance failures. An SLA is composed of three parts. The first part is a collection of promises made to subscribers, (2) a collection of promises explicitly not made to subscribers, i.e., limitations, and (3) a set of obligations that subscribers must accept.}} |
{{Quote|a formal negotiated [[agreement]] between two parties. It is a [[contract]] between [[customer]]s and their providers, and it should document a common understanding about [[agreement]] features such as priorities, responsibilities, and guarantees. Key objectives of SLAs include reducing areas of potential conflict and encouraging issue resolution before a dispute materializes. SLAs typically are governed by a [[master agreement]] (e.g., a [[contract]] or '[[Terms of Service]]'); in the event of conflict between the terms of SLAs and the [[master agreement]], the [[master agreement]] typically prevails.<ref>[[Cloud SLA Considerations for the Government Consumer]], at 2.</ref>}} |
{{Quote|a formal negotiated [[agreement]] between two parties. It is a [[contract]] between [[customer]]s and their providers, and it should document a common understanding about [[agreement]] features such as priorities, responsibilities, and guarantees. Key objectives of SLAs include reducing areas of potential conflict and encouraging issue resolution before a dispute materializes. SLAs typically are governed by a [[master agreement]] (e.g., a [[contract]] or '[[Terms of Service]]'); in the event of conflict between the terms of SLAs and the [[master agreement]], the [[master agreement]] typically prevails.<ref>[[Cloud SLA Considerations for the Government Consumer]], at 2.</ref>}} |