SLA (Service Level Agreement)

A Service Level Agreement (SLA) is a formal document between a service provider and a customer that outlines the expected level of service. It specifies what services will be provided, the quality and performance standards, response times, and the responsibilities of both parties. SLAs are typically used in IT and telecommunications but can apply to any service-based relationship. They help ensure clarity, set expectations, and provide a framework for measuring performance. If the agreed-upon standards aren't met, the SLA may outline penalties or remedies for the affected party.