Service Agreement & Service level Agreement

Hi all
   What is the difference between Service Agreement & Service Level Agreement?
Your response asap is highly appreciated.
Thanks
Sonali

Hi Sonali,
Service agreement consist of all the pricing details agreed upon between the customer and organization. e.g. org. will provide so and so customer xyz service at 50 USD/Hour.
Service Level Agreement are the time details to perform the services offered to a customer. i.e. what should be the time duration within which first response should be done to customer query or service. What should be the time duration within which the serivce has to be completly delivered to a customer.
e.g Installing a water purifier at customer location. here SLA could be once customer place an order a service engineer should give him a call within a day to know at what time he/she could come an install purifier. Secondly serivce person should any how complete the installation process within 3 days of customer order.
If the SLA are missed penalty could be applied to organization by providing certain rebate to customer.
Best Regards,
Pratik Patel
<b>Reward with Points!</b>

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