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SLA (Service Level means availability (But SLA has a broader application,…
SLA
Service Level means availability
But SLA has a broader application, it addresses more than technology. It includes things like
Notifications in terms of any kind of security breach
Availability of data upon contract termination
Conditions under which a contract can be terminated
How often does it go down
Email delivery
Define downtime
Unscheduled downtime
Maintenance downtime
Issue severity levels
Response times
Escalation path
Disaster Planning
Disaster recovery
Limits of responsibilty
Browser version support
Device type access support
Network Performance Analytics
Limits of responsibility for zones within the workflow.
Availability of 3rd party services