The section of a service contract that clearly defines expectations about the level of service required. Service level agreements can be a lengthy appendix to a contract, or simply one paragraph embedded into the body of the contract. Service level agreements help both sides understand exactly what is expected from the contractual relationship and help avoid many of the disputes and disagreements that can come up during the life of the contract.
Disclaimer: The views and opinions expressed in this article are those of the Subject Matter Experts and do not necessarily reflect the official policy or position of The Procurement School.