After the client company defines its needs and required service expectations, the Managed Service Providers will start drafting the SLA. The service expectations are the foundation of the SLA. Next, you’ll define the components of your SLA. SLAs should be aligned to the technology or business objectives of an engagement. Finally, let’s break down what’s inside a good SLA. Knowing what’s inside the agreement gives you the confidence to receive the level of service your business requires.

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