Before digging deeper into the SLA, we’ll first start by defining what it is. The SLA stands for Service-level Agreement, which is a contract between a provider and a client that specifies the degree of service the client should expect from that provider. They do, however, support a company’s internal activities. When an agency is signing up new clients for a service, they commonly use them.


The agreement between a service provider and an end-user is one of the most important agreements as it lies in ensuring that both parties are on the same page regarding expectations and that nothing between them is dropped or lost. It plays the role of evidence to prevent conflicts and arguments. It also gives transparency about what the goals are for each of the service levels and what will happen if they do not meet them. It gives end-users peace of mind to know they can hold their service provider accountable for the service they committed to at the time of the agreement.


The most important elements in an SLA are time, honesty, transparency, and respect. In an agreement, both parties should respect deadlines and deliverables at the time they both agreed on. For example, if the provider gave the client word to expect the delivery of a plan or strategy at a specific time, the provider must respect that deadline. This will lead to keeping a good relationship with end-users, which will then end up creating trust and, therefore, a long-term relationship. That is why, at Leogami, we build relationships rather than profiles. We understand the importance of respect, which is why when we agree on a given deadline, you will receive it sharply.


And now that you have a clear idea of what SLA is, we’ll talk about what is included in a service-level agreement…


An SLA typically has a summary of the agreement, the goals of the parties, and a description of what’s needed to achieve those goals. This includes things like technical stuff, consulting, or reporting, and how and to whom any problems should be reported. 


By reaching a clear understanding of what standards are important and what the consequences will be if those standards aren’t met, you can ensure that the relationship will be positive and end up being long-term for all parties involved.