Today, I learned while researching more about SLAs that they aren't always just contract-providing software, and that is that. I thought it was to use a provider software and the breach of contract was solely on the side of the customer, like if they decided to move to a new provider before their contract was finished or if they used another software or service that is explicitly stated in the contract that they are not allowed to use while using their services. I was unaware that physical services, such as customer support, were a thing, and now it makes absolute sense with hindsight. How could you not have someone to contact if you are using a provider to cover network security with their suite of software and services? If anything happens to the network, you need them to respond immediately and remedy the issue, so you make a contract for services like this. It isn't a one-sided deal where you install their software and then are left high and dry to fend for yourself.
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