gusdog

This is based on our modular approach to designing the IT contracts we adopt. Some people call the CRT+ support and maintenance terms a “service agreement” or “SLA” (Service Level Agreement). Typically, the SMO defines a number of “service levels” to be met, with an acceptable minimum threshold and an unacceptable threshold. These service levels must be measurable and reportable. The responsibilities and priorities of the provider in the provision of the service are also defined in the Service Level Agreement. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g. B internal departmental relations). The agreement may include separate organizations or different teams within an organization.

. . .