ABSTRACT
Service levels are an essential tool in many different types of information technology (IT) contracts to ensure proper performance of the services and supplier obligations and user satisfaction. Information technology agreements, whether professional services agreements, software license agreements, reseller agreements, cloud computing agreements, or other types of IT agreements, should contain precise terms with respect to the obligations of the supplier to perform its obligations consistent with and, at a minimum, in accordance with the specific service levels that are articulated throughout the agreement and in a service level exhibit that is attached to and incorporated into the underlying agreement. It is important to note that provisions related to service levels are commonly included throughout an agreement and also specified in a service level exhibit.
