SLAs (Service Level Agreements)

A Service Level Agreement (SLA) is a formal agreement between a service provider and a customer that outlines the expected level of service. It specifies details such as response times, availability, performance benchmarks, and responsibilities. SLAs ensure both parties understand the standards to be maintained and provide a basis for accountability. They help manage expectations, measure service quality, and address issues if service levels are not met. In essence, an SLA acts as a promise of performance, ensuring clarity and trust in the service relationship.