Answer Posted / iqbal
A service level agreement (SLA) is a contract between a
service provider (either internal or external) and the end
user that defines the level of service expected from the
service provider. SLAs are output-based in that their
purpose is specifically to define what the customer will
receive. SLAs do not define how the service itself is
provided or delivered. The SLA an Internet Service Provider
(ISP) will provide its customers is a basic example of an
SLA from an external service provider. The metrics that
define levels of service for an ISP should aim to guarantee
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