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Online Course Delivery Service Level Agreement

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Document Overview

An Online Course Delivery Service Level Agreement (SLA) is a formal contract between an online course provider (or e-learning platform operator) and the client or learners (individuals, companies, institutions, or schools).

Key Components of an Online Course Delivery SLA:
1️. Parties Involved
2️. Service Scope
3️. Service Availability
4️. Content Delivery Standards
5️. Support & Helpdesk Services
6️. Performance Metrics
7️. Data Protection and Privacy
8️. Payment Terms
9️. Service Credits or Penalties
10. Change Management
1️1. Confidentiality
1️2. Termination Clause
1️3. Force Majeure
1️4. Dispute Resolution

Purpose of an Online Course Delivery SLA:
1. Ensure courses are delivered at agreed standards (content availability, accessibility, etc.)
2. Clearly define the roles, timelines, and responsibilities.
3. Assure learners of service reliability, support, and problem resolution.
4. Hold the provider responsible for any service lapses.
5. Address situations such as system outages, content errors, or platform downtime.

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