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Service Level Agreement (SLA) - Continuity Compliance
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A service level agreement may be defined as a formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider.

The SLA normally should cover day-to-day situations as well as potential disaster situations, as the need for the service might well vary in a disaster situation.

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