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.
Relevant NENA Documents
Note: To find and download the document, copy the document number (like NENA-STA-010) from below and search the NENA Standards and Documents page.
- NENA-INF-021, NENA Request for Proposal Considerations Information Document
- NENA-INF-040, NENA Managing & Monitoring NG9-1-1 Information Document