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In this tutorial, Jared from Get Voice discusses Service Level Agreements (SLAs). He explains that SLAs are essential for ensuring that service providers meet the high expectations of clients, particularly in the context of cloud services like CPaas and SaaS. While SLAs are often confused with vendor contracts, they specifically outline the level of services to be delivered and establish general standards that must be maintained throughout the agreement's duration. Additionally, SLAs detail the penalties for failing to meet these expectations, ensuring accountability from providers.