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Service Level Agreements, or Service Levels defined in contracts, typically define maximum delays between certain events in the procedural interaction between two enterprises.   They are intended to create clarity and precision in the dealings between these two enterprises, and to balance the business priorities of the enterprises against the cost of implementing the support.

A typical example is the time between a “customer” enterprise notifying a “supplier” enterprise of a problem, and the “supplier” enterprise responding to that notification. It is not uncommon to have several interactions defined in sequence, such as: notification of problem, administrative response, diagnosis, solution and

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