Table of Contents:

Definition and Overview

1. Introduction

2. Why Are SLAs Important?

3. What Are the Basic Components of Frame Relay SLAs?

4. What Service Levels, by Components, Should Be Negotiated with the Service Provider?

5. Carrier Compensation: What Does It Mean?

6. How Can We Ensure That the Service Provider Is Meeting the Agreed-upon Service Levels?

7. What Are the Next Steps in Implementing and Monitoring Frame Relay–Service Levels with the Service Provider?

Self-Test

Glossary

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Definition
A service-level agreement (SLA) is an informal contract between a carrier and a customer that defines the terms of the carrier's responsibility to the customer and the type and extent of remuneration if those responsibilities are not met.

Overview
This tutorial is a guide for companies looking to create the ideal SLA for their business environment. The tutorial introduces the concept of an SLA, discusses its relevance to almost every business, and contains guidelines for companies to follow when forging an SLA with a carriers¹.

¹This tutorial was jointly developed by Visual Networks, Inc. and Telechoice.