SLA (Service Level Agreement)

A service level agreement (SLA) 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.

Relevant NENA Documents
NENA 08-506 NENA Emergency Services IP Network Design for NG9-1-1 (NID)