When an SMB (Small and Medium-sized Business) works with a SaaS (Software as a Service) or PaaS (Platform as a Service) provider, it's important to have well-defined SLAs (Service Level Agreements) to ensure that all parties understand their roles, responsibilities, and the expected level of service. Beyond the legal defining, SMBs leaders should understand the agreement in practical terms of their business operations and goals. Consider these concepts when evaluating an SLA.
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