In order to manage their relationship with an outsourcer or technology service provider, firms need a contract that includes a (n) : SOA. SLA. capacity plan. TCO. API.

SLA is a contract which is maintained to manage their relationship with an outsourcer or technology service provider.

Explanation:

SLA is the full form of the Service Level Agreement. The Agreement is also vested with KPI - Key Performance Indicators. Such KPI is prepared with the business protocol. A Highly integrated business protocol describes the details of the outsourcing operation plan. Outsourcing companies should abide by the rules and regulations specified in the SLA.

The duties and the responsibilities, nature of the job, SOP - Standard Operating Procedures, description of penalties if any discrepancy witnessed during any escalation or deadline for the service during the particular time. SLA also renewed annually or half-yearly based on the on-shore clients' requirements.