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Metrics typically cover things like technical quality, service availability, and service satisfaction. Supplier and customer requirements and responsibilities
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5 write down the purpose of the agreement.
The agreements purpose, goal, and objectives; The services being supplied and their scope; The service level manager should be going back and forth from the customer to it until the requirements and target match. Many don't even know where to start. This section should describe the service being provided, and outline the quality, speed and efficiency you expect. In api world specifically, slas can also be used as a measure to establish service level objectives (slo), when apis must be constantly checked against operational and/or contractual metrics.
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But due to their broad nature, suppliers often find creating slas confusing. The sla will simply formalize those offerings. What is the purpose of a service level agreement?
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