Service Level Agreement

An SLA defines the standards required of a service provider or supplier;

Once the standards are defined, the SLA must also then determine how the service provider's performance will be measured;

The SLA must also determine the parties respective rights and obligations;

In the context of increased concerns around confidential information and privacy, the SLA must also restrict the disclosure of information;

Lastly, the SLA must set out what the consequences are of non-performance.