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Service Level Agreements (SLAs) are agreements between CTS and its customers that clearly define responsibilities for both parties. In general, these SLAs contain the following information: - Service requirements by type of service
- Regulatory or statutory requirements, if applicable
- Delivery requirements and post-delivery requirements, if applicable
- Process for corrective action when either party does not meet its defined requirements
- Media used for transferring order information
- Records maintained to support evidence of order completion
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