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Chapter 21 - Performance-Based Contracting and Service Level Agreements

21.10 Service level agreements (SLAs)

21.10.2 Internal SLAs

In many circumstances it is advantageous to provide SLAs for internal as well as external services that are used during contract performance, or upon which supplier performance will depend. From the point of view of the service provider it establishes norms and expectations and can justify the existence or enhancement of the service, particularly if measures of performance are maintained. From the point of view of the service consumer it also establishes agreed-upon needs, norms and expectations.