‘Not all contracts constitute service level agreements’ – law expert

Not all contracts constitute service level agreements (SLAs). This is according to the head of technology, media and telecommunications law at Edward Nathan Sonnenbergs commonly known as ENS Africa, Ridwaan Boda. He first explains to the OFM Business Hour that a service level agreement (SLA) is an agreement between a service provider on the one hand and the customer on the other hand quantifying the minimum acceptable standards to the user. Boda emphasises that there must be certain key elements: a clear and granular description of services; services must be quantified and managed properly; and performance level obtained; amongst other requirements which he outlines in his sit-down on the sound of your life.