Service Level Agreement

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that outlines the expected level of service. It specifies details such as the quality, availability, and responsibilities involved, including response times and performance standards. The SLA ensures both parties have a clear understanding of what to expect, helping to manage expectations and measure service quality. If the provider fails to meet these standards, there are often agreed-upon remedies or compensations. Essentially, an SLA acts as a agreement to ensure reliable and consistent service delivery.