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Service-Level Agreement (or SLA)
According to IDC, Ernst & Young, European Information Technology Observatory, and other world leading analysts, the volume of the Russian offshore software development market varies up to $300 million for 2002, which shows the annual market growth of 30-50%.
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Glossary | Service-Level Agreement (or SLA)         
Glossary

Service-Level Agreement (or SLA)
A service-level agreement is a contract that defines the technical support or business parameters that an application service provider or other IT outsourcing firm will provide its clients. The agreement typically spells out measures for performance and consequences for failure.
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