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Service Level Agreement (SLA)

A service level agreement is an official commitment between a buyer and a service provider that states the exact scope of services to be delivered.

This document not only contains the specifications for the entire scope of outsourcing services, but also defines the type, value, and the conditions of the
outsourcing services to be provided, thereby establishing parameters for the quality of services to be provided.

Also see: Request for Information (RFI), Request for Proposal (RFP)

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