service level agreements

A Service Level Agreement (SLA) is a formal agreement between a service provider and a customer, outlining what services will be delivered and the expected quality. It specifies key metrics, such as response times, availability, and performance standards. SLAs help ensure that there are clear expectations for service delivery and that both parties understand their responsibilities. If the provider fails to meet the agreed standards, there may be penalties or compensation. Overall, SLAs are meant to enhance accountability and improve customer satisfaction by establishing clear guidelines for service interactions.