Signing of a service level agreement (SLA), which defines the relationship between the IT-service provider and its customer, is a basis of collaboration and quality guarantee.

This is by all means an extremely important item of documentation for both parties. If used properly it should:

• Identify and define the customer's needs 
• Provide a framework for understanding 
• Simplify complex issues 
• Reduce areas of conflict 
• Encourage dialog in the situation of disputes 
• Eliminate unrealistic expectations

Specifically it should embrace a wide range of issues. Among these are usually:

• Services to be delivered 
• Performance, Tracking, and Reporting 
• Problem Management 
• Legal Compliance and Resolution of Disputes 
• Customer Duties and Responsibilities 
• Security 
• IPR and Confidential Information 
• Termination

The conditions mentioned in the agreement allow minimizing risks as far as the software development is concerned. Our experience of efficient risk management allows us to avoid them and finish the project in time and within the budget.