WHAT IS A SERVICE LEVEL AGREEMENT (SLA)?
A service-level agreement (SLA) is a contract between Sector 7 and our clients that defines the level of service expected, depending on the tier that is mutually agreed upon. The tier that is chosen is based on customer needs and budget.
SLAs do not define how the service itself is provided, but rather define benchmarks to measure and monitor quality of service, including volume of work, speed, responsiveness, and efficiency. In covering these areas, Sector 7 aims to establish a mutual understanding of services, areas prioritized, responsibilities, guarantees, and warranties provided to the customer.
The following chart helps to define what types of metrics are offered for each tier, per service request: