SLAs are a critical component of any outsourcing and technology vendor contract. Beyond listing expectations of service type and quality, an SLA provides remedies when requirements aren’t met. Following are answers to common questions about SLAs and tips on how your organization can craft effective SLAs with your vendors and partners. What is an SLA?A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out metrics by which that service is measured, and the remedies or penalties, if any, should service levels not be achieved. Usually, SLAs a…