When you contract the services of an outsourcing organization, you will most likely do so using a service level agreement.

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A service level agreement (SLA) is a contract between a service provider and their client that defines the level of service that the provider will deliver. SLAs typically include metrics for performance, availability, and response time, and are used to ensure that the provider meets the client's needs and expectations. Therefore, when contracting the services of an outsourcing organization, it is common to do so using an SLA.

When You Contract the Services of an Outsourcing Organization, You