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SLA's are set to define the commitments of both parties, mainly the company who will provide the service. Sales were responsible for the deal that lead to the SLA. Other departments (production, services, technical,.) are involved in the implementation of the SLA. But who should take the overall responsibility of the SLA?
Any parties agreed to take a responsibility and to provide a service as per SLA items . There is no meaning of overall responsibility about SLA .Because SLA at least should have to parties (Customer & Services Provider ) both of them agreed on a list of item either service or payment .
