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Service-level agreement (SLA) is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. As an example, internet service providers will often include service level agreements within the terms of their contracts to define the level(s) of service being sold.

SOW (Share of Wallet) :
– is a survey method used in the performance management that helps managers understand the amount of business a company gets from specific customers. It represents the percentage of a customer's expenses for a product that goes to the company selling the product.

SaaS :
Software as a service, also referred to as "on-demand software", is a software delivery model in which software and associated data are centrally hosted on the cloud. SaaS is typically accessed by users via a web browser.

Sales In :
– represent the number of products sold by a manufacturer to the first tier resellers. This is an illusory estimation as these products might or might not be sold to the end-users.

Sales Out :
– represent the manufacturer's effort to sell its products at the second tier level.

Second Tier :
– companies who have selected First Tier resellers as one of their suppliers of a certain brand and who generally sell to the end-user. They represent the second level of the distribution chain.

Software publisher :
– Software companies that develop in house software meant for general use by companies (i.e. linguistic tools, word-processing, antivirus)

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