Service Level Agreement is a formal written agreement made between two parties:
the service provider and the service recipient which defines the basis of 13
understanding between the two parties for delivery of the service itself. It may
among others, contain a specified level of service, support options, etc. The
Committed Information Rate (CIR) shall be defined by the Licensee within the
service level agreement.
Done at Kigali, on 04 September 2009
(Sé)
Marie Claire MUKASINE
Chairperson
Rwanda Utilities Regulatory Agency