SLA
A service-level agreement (SLA) is (or is part of) a contract where services and delivery times are formally defined with both costs and remediation for failure to deliver.
About: John Borhek
John Borhek (VCP 3-6.5) is the CEO and Lead Solutions Architect at VMsources Group Inc. John has soup-to-nuts experience in Mission Critical Infrastructure and GxP systems, specializing in Datacenter Infrastructure Management (DCIM) and Operational Technology (OT) all over the United States and throughout the Americas.