Anyone can appreciate the value of a service level agreement (SLA), especially in the context of a customer-provider relationship. It’s virtually unthinkable to offer any kind of service without also providing contract details for customers.

Take cable or cell phone service, for example. As consumers, we sign on the dotted line to acknowledge our understanding of what will be provided in exchange for our monthly payments, and we look to that agreement to shape our expectations for the customer-provider relationship.

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