Service Level Agreements (SLA) ensure effective delivery and support. Key elements include provisioning time, performance, security, and availability.
Service Level Agreements or SLAs are contracts between an ASP and the end user which stipulates and commits the ASP to a required level of service. An SLA should contain a specified level of service, support options, enforcement or penalty provisions for services not provided, a guaranteed level of system performance as relates to downtime or uptime, a specified level of customer support and what software and hardware will be provided and for what fee.
internal NHS agreements between PCTs and NHS Trust on the services to be provided to the local population.