Editing Service-level agreement (section)

===Backbone Internet providers===
It is not uncommon for an internet backbone service provider (or [[network service provider]]) to explicitly state its SLA on its website.<ref name="NTT_SLA">{{cite web |url=http://www.us.ntt.net/support/sla/network.cfm |title=Global IP Network SLA |publisher=NTT Communications |access-date=22 June 2016}}</ref><ref name="VerizonSLA">{{cite web |url=http://www.verizonenterprise.com/terms/global_latency_sla.xml |title=Global Latency and Packet Delivery SLA |publisher=Verizon |access-date=22 June 2016}}</ref><ref name="AT&T_SLA">{{cite web |url=http://www.att.com/gen/general?pid=6622 |title=Business Edition - AT&T U-verse Voice and TV - Terms of Service (TOS) and AT&T Broadband - Service Level Agreement (SLA) |publisher=AT&T |access-date=22 June 2016}}</ref> The U.S. [[Telecommunications Act of 1996]] does not expressly mandate that companies have SLAs, but it does provide a framework for firms to do so in Sections 251 and 252.<ref>[[Wikisource:Telecommunications Act of 1996#SEC. 101. ESTABLISHMENT OF PART II OF TITLE II.]]</ref> Section 252(c)(1) for example ("Duty to Negotiate") requires [[incumbent local exchange carrier]]s (ILECs) to negotiate in good faith about matters such as resale and access to rights of way.

New emerging technologies such as 5G bring new complexities to the network operators. With more stringent SLAs and customer expectations, problem resolutions must be prioritized based on impacted subscribers.<ref>{{cite web |url=https://www.infovista.com/resources/nla/how-360-customer-experience-assurance-will-help-to-increase-roi |title= Ready for anything? How 360⁰ customer experience assurance will help to increase RoI |publisher=Infovista|access-date=12 April 2023 }}</ref>