Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a formal contract between a service provider and a client that outlines the expected level of service. It specifies the quality, availability, and responsibilities associated with the service, including metrics for measuring performance, response times, and resolution times. SLAs are essential for managing expectations and ensuring accountability, often including penalties for non-compliance and incentives for exceeding targets. Regular review and updates to SLAs ensure they remain relevant and effective in meeting the needs of both parties.