This Policy Document is intended to provide clear guidance on the use of Service Level Agreements (SLAs), i.e. when they should be used; the content and layout of an SLA; the distinction between internal and external service providers and the different approaches to be adopted in each case; and the responsibilities of client and provider respectively. It will also record the role of Procurement Services in maintaining a central register of Service Level Agreements and providing advice and practical assistance to end users procuring substantial bought-in services.

see also: policy, procurement