SLA (Service Level Agreement)

is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive.


 * NENA-INF-021, NENA Request for Proposal Considerations Information Document
 * NENA-INF-040, NENA Managing &amp; Monitoring NG9 1 1 Information Document