A Service Level Agreement (SLA) is a contract between a client organization and a provider company that defines the list of services provided, the timing of their implementation, and the required quality of work on specific equipment. The agreement guarantees high-quality maintenance of devices within the specified timeframe.
SLA conditions include 24/7 telephone technical support from equipment experts, regular maintenance, a fixed timeframe for an engineer to visit in the event of equipment failure, and a guarantee of providing spare parts, tools, and accessories.
In addition, by entering into an SLA, the client can easily predict operating expenses for maintenance, operation, and equipment recovery.