Service Level Agreement (SLA)

What is Service Level Agreement (SLA)?

A contract that defines the quality, availability, and responsibilities for a service.

Think of it like this…

A service performance checklist both sides agree to.

Why does it matter?

Clarifies what the service includes
Sets standards for response times and quality
Helps resolve disputes over performance

Best practice

Review SLAs regularly to make sure they’re realistic and up to date.