The value of an SLA is two-sided. The client has an assurance that they are covered in emergencies while the vendor has a contract that states what they are expected to support and in what time frame. All of the items in an SLA should be discussed between the client and vendor. There can be a lot to offer and take, but like many important documents, SLAs are meant to be written and rewritten … and rewritten. This helps the client to maintain
an updated level of support.