When it comes to businesses, policies and service level agreements (SLAs) are of utmost importance. These terms lay out the guidelines and expectations for both the company and its clients. In this article, we will dive into the specifics of policies and SLAs, and why they are crucial for every business.


Businesses have policies for several reasons. Firstly, policies define the company`s expectations for its employees, customers, and other stakeholders. They outline the standards and procedures that need to be followed in various situations.

Additionally, policies ensure consistency in decision-making and actions across all levels of the organization. Standardization of policies makes it easier for employees to understand their roles and responsibilities, and for customers to know what they can expect from the company.

Policies also limit the legal liability of the company. If a situation arises that is not explicitly addressed in the policies, the company may be held liable if there is no clear course of action.

Service Level Agreements

SLAs are agreements between a company and its customers, defining the level of service that the company will provide. SLAs outline the specific services that will be provided, the timeline in which those services will be provided, and the metrics that will be used to measure the quality of service.

For example, an internet service provider may have an SLA that promises a certain speed of internet for its customers. The SLA may include a guarantee of 99.9% uptime, meaning that the internet will be available to the customer for 99.9% of the time.

SLAs offer several benefits for businesses. They create clarity and transparency in the relationship between the company and its customers. Customers are aware of what they are paying for and can hold the company accountable if the services are not provided as promised.

SLAs also improve customer satisfaction and retention. When customers have a clear understanding of what they can expect from the company, they are more likely to have a positive experience and remain loyal customers.


Policies and SLAs are essential components of any business. Policies establish the guidelines and expectations for the company and its stakeholders, while SLAs define the level of service that the company will provide to its customers. Both of these terms create clarity and transparency, improve consistency, and limit legal liability. By implementing policies and SLAs, businesses can ensure success and provide exceptional service to their customers.