Service Level Agreement Should Contain Parameters

When it comes to service level agreements (SLAs), it is crucial to ensure that the document contains parameters that are clearly defined. An SLA is a legal agreement between two parties that outlines the quality of service to be provided, the expectations of both parties, and the consequences of not meeting the set standards. Therefore, it is essential to have parameters in place to ensure that both parties understand their obligations and responsibilities.

In this article, we will discuss why parameters are necessary in an SLA, what should be included in the parameters, and the benefits that come with having them.

Why Parameters are Necessary in an SLA

An SLA is a binding agreement that outlines the level of service that a vendor or service provider will provide to a client. Without parameters, it`s difficult to accurately measure the vendor`s performance and determine whether the client has received satisfactory service or not.

Parameters provide a clear definition of what is expected of both parties. This definition promotes accountability, clarity, and transparency, which are crucial ingredients for a successful business relationship. Parameters also provide a valuable benchmark to measure performance against, making it easier to identify areas that may need improvement.

What Should be Included in the Parameters

SLAs vary depending on the nature of the service being provided, but there are some common parameters that should be included. These include:

1. Service Hours – The working hours during which the service provider will be available to the client.

2. Response Time – The time it takes for the service provider to respond to a request or inquiry from the client.

3. Resolution Time – The time it takes for the service provider to resolve the issue.

4. Quality of Service – The standard of service that the service provider will adhere to.

5. Metrics – The parameters that will be used to measure the service provider`s performance.

6. Penalties – The consequences of failing to meet the set standards.

Benefits of Having Parameters in an SLA

Having parameters in an SLA provides several benefits, including:

1. Clarity – Both parties have a clear understanding of their obligations and responsibilities.

2. Accountability – Parameters promote accountability and ensure that both parties are held responsible for meeting their obligations.

3. Transparency – Parameters promote transparency, making it easier to measure the vendor`s performance against the set standards.

4. Continuous Improvement – Parameters provide a benchmark to measure performance, making it easier to identify areas that may need improvement.


An SLA is a crucial document that outlines the level of service to be provided by a vendor to a client. To ensure that the SLA is effective and binding, it must contain parameters that are clearly defined. These parameters promote clarity, transparency, and accountability, making it easier to measure performance against set standards and identify areas that may need improvement. Therefore, when drafting an SLA, ensure that the parameters are well defined and agreed upon by both parties.

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