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What is Service-Level Agreement

Innovative and Agile Contracting for Digital Transformation and Industry 4.0
A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.
Published in Chapter:
Contract Design and Related Agreements
Hasan Tayyeb (Umm Al-Qura University, Saudi Arabia)
DOI: 10.4018/978-1-7998-4501-0.ch003
Abstract
As we delve into value deconstruction, the number of contractors will increase a great deal, and every specialty will have its own parameters. The contract by its own will not be able to accommodate all clauses and conditions that may be due for changes. Now imagine, what would happen if important information like trade secrets of any corporation or business were to be leaked to competitors? And wouldn't it be so much better to legally oblige to privacy and urge those who consent to keep the information in question completely under wraps? For this reason, it is important to have an ecosystem of agreements such as NDAs, SLAs, and others to complete the chain and allow for efficient governance and risk management considerations. NDAs and confidentiality provisions have groundbreaking propensity. The design of such agreements is fundamental and various parameters must be considered. This chapter directs attention to these subjects and concerns by discussing the various types of complementary agreements and how they can be attached to the original contract to add value and reduce risk.
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