Without a comprehensive and effective Service Level Agreement (SLA) in place when purchasing hardware or software, your investment runs the risk of being ineffective, and/or costing more than originally planned. The key to a successful SLA is all about the details. The four components of an SLA should be:
Without these four components, your SLA will not be successful. Each component must be well defined and agreed upon by both parties. The key is to look at this as a shared document, for both the vendor and purchaser to share in success or failure of the project.