Service Level Agreement (SLA)

A commitment between a service provider and a client.

What is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) is a contractual agreement between a service provider and a client that outlines the level of service the provider is expected to deliver. It establishes specific metrics, such as response time, resolution time, uptime percentage, and other performance indicators, to ensure the provider meets the client's needs and expectations. SLAs help define the scope of services, responsibilities of both parties, and the process for resolving any disputes or issues that may arise during the course of the relationship. By setting clear expectations and guidelines, SLAs enable both parties to align their objectives, improve communication, and maintain accountability. They serve as a roadmap for monitoring and measuring the success of the service provider, while providing clients with a guarantee of service quality and reliability. SLAs are essential for fostering trust and transparency in business relationships, as they clarify roles, responsibilities, and performance standards to ensure a consistent level of service delivery.