ABSTRACT
This document identifies the agreed-upon type, quality, and quantity of services that will be provided to an organization by a service supplier. Each Service Level Agreement (SLA) is unique to the type of service being purchased and there literally is no way to design a “boilerplate.” There are, however, common things to look for when reviewing an SLA, regardless of the format chosen, to make sure it is crafted to meet your needs. The following is a list of 12 questions to ask yourself as you review an SLA document as well as areas that deserve your special attention.
