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hello welcome to this new bmc helix remedy force webinar my name is g ramnos and today we are going to learn how to create and configure agreements remember that if you have any question please put those on the chat well answer those there lets quickly review the agenda for today first im gonna give you a quick overview about agreements then well check a demo uh how to configure and work with agreements and then im gonna give you some troubleshooting steps in case you are facing any issue with agreements lets start an agreement is a grinding agreement between a customer and the service desk that defines the levels of service that are delivered to the customer by the service provider and the actions to be taken in specific circumstances so you can create the following type of agreements lets start with slas these agreements are made with internal or external customers internal customers include the vice president of a company or the line of business manager external customers are