{"id":1511,"date":"2010-02-22T17:20:34","date_gmt":"2010-02-22T17:20:34","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1511"},"modified":"2020-07-06T15:48:09","modified_gmt":"2020-07-06T15:48:09","slug":"service-level-agreement","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/service-level-agreement\/","title":{"rendered":"What is a Service Level Agreement?"},"content":{"rendered":"<p><strong>An SLA is a binding agreement that defines the type, value and conditions of the services to be provided.<\/strong><\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-9400\" src=\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2010\/02\/sla-1.jpg\" alt=\"SLA\" width=\"500\" height=\"376\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2010\/02\/sla-1.jpg 500w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2010\/02\/sla-1-300x226.jpg 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\n<p>Typically, Service Level Agreements address quality of service conditions, such as response time, availability and timeliness.<\/p>\n<p>Minimum performance measures at or above which the service delivered is considered acceptable are also normally defined.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>An SLA is a binding agreement that defines the type, value and conditions of the services to be provided.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[56],"tags":[129],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1511"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1511"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1511\/revisions"}],"predecessor-version":[{"id":9401,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1511\/revisions\/9401"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1511"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1511"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1511"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}