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Overview. A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal "contract" (for example, internal department relationships). The agreement may involve separate organizations or different teams within one organization.
A master service agreement, sometimes known as a framework agreement, is a contract reached between parties, in which the parties agree to most of the terms that will govern future transactions or future agreements. A master agreement delineates a schedule of lower-level service agreements, permitting the parties to quickly enact future ...
Service-level agreements are often used for enterprise software and guarantee a level of service, such as software performance or time to respond to issue raised by the customer. Many stipulate financial penalties if the service falls short of the agreed standard. [39]
End-user license agreement. An end-user license agreement or EULA ( / ˈjuːlə /) is a legal contract between a software supplier and a customer or end-user, generally made available to the customer via a retailer acting as an intermediary. An EULA specifies in detail the rights and restrictions which apply to the use of the software.
Among 260 mass market consumer software license agreements in 2010: 91% disclaimed warranties of merchantability or fitness for purpose or said it was "As is" 92% disclaimed consequential, incidental, special or foreseeable damages; 69% did not warrant the software was free of defects or would work as described in the manual
Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions, ostensibly for the purpose of improved operations and reduced budgetary expenditures through the reduction of directly-employed staff. [1] [2] [3] It is an alternative to the break/fix or on-demand ...
In software engineering, service-oriented architecture ( SOA) is an architectural style that focuses on discrete services instead of a monolithic design. [1] SOA is a good choice for system integration. [2] By consequence, it is also applied in the field of software design where services are provided to the other components by application ...
An operational-level agreement ( OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear ...
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