Service Level Agreements – SLAs simply put, are just documents that define and collect the quality levels agreed between parties in hiring outsources services.
Recently, SLAs has experienced an important upturn to particularly define terms and contracts for IT services. With SLAs, it has greatly contributed to good practices and excellence in delivering third-party services for IT and telecommunications.
SLAs are meant to promote and pursue quality assurance and provide greater control for interested parties, which also mean, SLAs are useful for organizers of tasks and responsibilities within the company that delivers the service, and for the one that receives it.
From business perspectives, it’s all supply and demand when they provide us the services. In other words, we are all customers and service providers within the same company we work in. If we start from this principle, its worthy to create and establish adequate SLAs.