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If youre working with a service provider, you may want to set certain requirements for uptime or availability. And you can integrate those requirements into a document called a Service Level Agreement, or SLA. This allows you to set minimum terms for the service thats provided by the third party. For example, you might have certain requirements when youre entering into a contract with an internet service provider. For example, you might want no more than four hours of unscheduled downtime. If there is downtime, youd like a technician to be dispatched, and you might even agree to keep equipment on site by the ISP in case your equipment was to fail. All of this can be written into the service level agreement so that both parties understand the exact requirements for service levels between the two companies. If youre entering into a partnership with a third party, you might want to start with a Memorandum of Understanding, or MOU. These generally provide very broad goals of what the
