In short, an SLA aims to improve the quality of service you provide to your employees. It is the HR Case Management SLA feature that provides the means to achieve this. This agreement is reviewed annually as part of the annual planning process and all changes are agreed with the users of the service. Amendments to this Agreement shall be signed annually by all Parties. An SLA is a two-party agreement that describes the service provided, documents service level objectives (what service is measured on), and defines the responsibilities of the service provider (HR) and the customer (employees and managers). What do you think of my top 5 benefits of using HR service level agreements in HR service delivery? Comment below and tell me what your top 5 benefits are. The goal of the SLA is to set expectations for HR departments and customers and to improve customer satisfaction with the level of service provided. UCD HR Services will monitor our performance against the service levels defined in this Agreement and publish the results in the form of Key Performance Indicators (KPIs). . . .