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hello everyone and welcome to this video on service level agreements or slas uh we'll be looking at what an sla actually is as well as some of the key features of slas and some of the common issues that come up when they're implemented in either projects or operations so if we start with this the usual basic question what is an sla exactly it's almost certain that as consumers you will have been party to an sla of some description particularly if you're using a web service of some kind as well as in your professional roles you almost certainly will also be a party to an sla in an operational sense the definition of sla essentially is a document which essentially lays out uh exactly uh what service is being provided uh the performance levels of the service any consequences for those performance levels not being reached as well as any provisions for dispute resolution or monitoring performance so yeah i use the word performance quite a few times there but that's because that's really wh...