The slAs created between the provider and the customer define the exact conditions of the services to be monitored, the monitoring conditions, the associated indicators and the objectives or thresholds that characterize the expected level of service. 2. Customer-based SLA: The second type of SLA is the customer-based SLA, an agreement covering all the services that that customer has used. For example, IT service providers offer different services such as networking, maintenance, installation, monitoring and more for customers and businesses, and all of them are documented in a service level agreement and then it is called a customer-based SLA. Most importantly, SLA is a shortcut for service level agreement. These agreements are usually concluded between a (service) provider and its customers and contain details about the services provided and how to ensure the stability of the services. When selecting KPIs to measure service level in your service level agreement, it should be recognized that the contractor does not matter as much as service levels. . . .
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