A service level agreement is first and foremost an obligation between a service provider and a customer. It can take the form of a legally binding document within a contract between a company and its telecommunications service provider or an informal office agreement between a company`s IT department and its customer services such as accounting, marketing or HR. It is not enough to list the services provided. There must also be information about service schedules (e.g. B 7:30 am – 10 pm), where they are provided, to what standard and what exactly each service contains. This fully informs the customer of what is in stock and holds the supplier responsible for the services provided. If the tender specifications are not clear, a contractor may exploit the ambiguity and argue that it has not indicated a price for the provision of that service or the performance of the service in a certain way. . . .