SLA

The main difference between OLAs and SLAs is that they represent different commitments: The SLA underscores a commitment to the client/customer. The OLA highlights the commitment to internal groups within the organization Underpinning Contracts are agreements that are used to track performance between an external service provider and a vendor.

A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.

When a software project is commissioned, a service level agreement (SLA) is put into place. The SLA is part of the contract between developer and client and measures overall project performance, usually with industry-approved metrics. It’s incredibly important to have an SLA as part of your contract(s) with a software development partner for five main reasons.

A service-level agreement is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.