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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 what slas are concerned with uh so while the uh the bread and butter of the contractual agreement uh is as always the exchange of consideration by the party so uh what the the disservice in a nutshell actually is um and the the sum of money usually being paid to secure that service um slas are are really focused uh on performance so identifying performance identifying key performance indicators identifying acceptable and minimum levels of performance and consequences for performance so you are unfortunately going to hear that word performance said over and over again because it is at the heart of what an sla actually is and this is in part because um unlike contracts for the provision of goods where the focus is usually on the good being provided so the uh the nature of the good uh the quality requirements and the quality specifications uh with a service agreement uh performance is at the heart of the transfer of the service itself so it requires a significant amount of additional detail uh and trying to foresee potential issues and trying to be as precise as possible when it comes to the uh the circumstances around delivery uh as well as the the required characteristics of the delivery itself that isn't to say that uh contracts to provide uh goods or components won't necessarily have slas they they can do but this depends on the kind of relationship that's being entered into so if you are entering into a relationship with a supplier that's going to uh supply a regular stream of goods it can be something prosecutes or something like paper which is becoming rarer as more and more companies are switching to largely paperless operations but that would be the traditional example of where the uh the exchange is focused on a good but because it's a regular ongoing exchange organizations traditionally you know would require regular...