Service Level Agreement: A service-level agreement (SLA) is a commitment between a service provider and a client. The SLA defines particular aspects of the service – such as quality, availability, and responsibilities – that the provider will deliver as agreed upon in the contract. Netfor uses SLAs to align with our client’s expectations from the beginning and ensure that we continue to meet those expectations in the future. We also think of the SLA as a framework of understanding that no process is perfect, but it can serve as a roadmap to what great looks like.

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