An SLA is a negotiated agreement between two parties designed to create a common understanding about services, priorities and responsibilities. Here are some ways to use an SLA to benefit your business. Use the SLA as a communications tool. The value of an agreement may not be just in the final product. The very process of establishing an SLA helps to open up communications and identify areas that need improvement and clarification.

Use the SLA as a conflict-prevention tool. A good agreement helps to avoid or alleviate disputes by providing a shared understanding of needs and priorities. And if conflicts do occur, they tend to be resolved more quickly.

Use the SLA as a basis for gauging service effectiveness. An SLA ensures that both parties use the same criteria to evaluate service quality.

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