a formal contact between a service provider and a service consumer is known as
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A formal contact between a service provider and a service consumer is known as service level agreement (SLA).
Service level agreement (SLA)
- A service level agreement describes the type and quality of services provided by the service provider.
- It also states the services expected by the consumer and the compensation to be met if the prescribed services are not met.
- A good SLA will include overall objectives, description of the Services, performance standards, and Compensation Credits.
Example : The contracts of internet service providers include a service level agreement.
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