List five functions of an efficient service-level agreement.

What will be an ideal response?

A service-level agreement (SLA) is a high-level, summary document that defines both the services and the performance and availability levels at which those services will be provided by a provider. Some of the functions that an efficient SLA performs is as follows:
• Clearly identifies each service included in the outsourcing agreement
• Defines security standards and methods to be employed
• Specifies measurable performance levels for each service
• Defines details on how performance levels will be measured and reported for each service
• Defines both the customer’s and the service provider’s responsibility in meeting the performance level for each service