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Service level agreement

SLA

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Definition

of

Service level agreement

NHS England

from

NHS England Transformation Directorate: Information Governance Framework for Integrated Health and Care: Shared Care Records (Sep 2021)

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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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Digital/TEC definition

of

Service Level Agreement

Tunstall

from

Tunstall Healthcare (UK) Ltd

A written agreement between the service provider and the customer that states the commitment each party will make to the partnership e.g., responsibilities, availability, quality.
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