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Service level agreement
Definition
From:
NHS England Transformation Directorate: Information Governance Framework for Integrated Health and Care: Shared Care Records (Sep 2021)
An agreement negotiated between two parties where one is the customer and the other the service provider. The SLA records a common understanding about services, priorities, responsibilities, guarantees and warranties. SLAs can be binding contracts but are often used by public sector bodies to set out their relationship in a given project without the intention to create legal relations.
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