I've just finalised a service level agreement between my client and their IT service provider in India.

Its an important part of the Quality Management process as it enables both parties to agree what is required in order for them to work effectively together.

From the clients point of view, they need to be sure that they will have adequate IT support with acceptable response times to incidents.

From the service providers point of view, they need to ensure the client reports problems in the correct manner and within the scope of the agreed services.