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A Service Level Agreement (‘SLA’) is a contract between a service provider and the end user which defines the level of service expected from the service provider.

An SLA is crucial if you often require a company, or individual, to provide a service which is of significant importance to you. For example, when the services are critical to you meeting other deadlines.

An SLA can also be helpful in managing the relationship between a service provider and user. The SLA sets out expectations, responsibilities and priorities from the beginning - giving all parties the assurance of knowing what they should expect from the business relationship moving forward.

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