The purpose of this SLA is to specify the SaaS service requirements, as defined below, for SLAs that are an integral part of an IT vendor contract. An SLA gathers information on all contractual services and their expected reliability in a single document. They clearly state metrics, responsibilities, and expectations, so that no party can invoke ignorance in case of problems with the service. It ensures that both parties have the same understanding of the requirements. Service level agreements are also defined at different levels: a service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. List of contracts – This first section defines the bases of the agreement, including the parties involved, the start date and the generalization of the services provided.
The laboratory manager creates an SLA with the help of the corresponding account managers, other forensic laboratory staff and, optionally, corresponding clients. The ALS model used by the forensic laboratory is shown in Appendix 4. This is changed depending on the product or service. Service level credits or simply service credits should be the only exclusive remedy available to customers to compensate for service level failures. A service credit deducts a sum of money from the total amount to be paid under the contract if the service provider does not meet the standards of delivery and delivery. All parties involved negotiate to determine the final product or service SLA based on the details of the plan. At the end of these negotiations, the AAA will be agreed. .