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https://www.qualys.com/support/sla/
Changes to Support. Qualys reserves the right to modify this Cloud Services Support Policy at any time upon thirty (30) days notice to Customer provided that Qualys shall not materially reduce the service levels stated in this Cloud Services Support Policy.
https://support.zendesk.com/hc/en-us/articles/204770038-Defining-and-using-SLA-policies-Professional-and-Enterprise-
A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service.
https://blog.masterofproject.com/3-types-sla/
Dec 17, 2019 · Multi-level SLA. The third and the last type of service level agreement is the multi-level SLA. In multi-level SLA, aspects of SLA are defined according to the organization of the customer using some kind of inheritance with overall definitions with relevance for all subordinate levels. This SLA focuses on the organization of the customer.
https://www.zendesk.com/blog/keeping-word-support-sla/
Jun 05, 2017 · A support level agreement really just boils down to ensuring a baseline level of quality for your customers. Setting a service level objective As stated above, every support organization will want to set a support SLA that is specific to the goals of that company.Author: Andrew Gori
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved. Usually, SLAs are …
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