An Agreement is not a Contract

A common mistake is to treat an agreement as a contract. A contract is legaly binded but one agreement is not. In the case of a Service Level Agreement, it is an agreement to define how the service is delivered and measured, and if you need it to be legaly bind, then you put it into a contract.

The following image is an example for this error and how it makes it difficult to explain as an external provider:

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