Service Level Agreement

ˈsɝː.vəs levl ə.ˈɡriy.mənt / Service Level Agreement (S-L-A)


A service level agreement (SLA) is a document that describes the level of service that a client must expect from a service provider to ensure that both parties have the same understanding of the partnership's requirements.

It defines the set of deliverables that the service provider must accomplish for the client and the work scope to which both parties must adhere.

On top of the contracted service, it can also include other details necessary in the agreement, from resource persons and their tasks to the expected quality of work and metrics to measure performance.

A service level agreement has two components: service and management.

Service components list the responsibilities of each party, the details of the services required, and the conditions of service availability,

On the other hand, conflict resolution procedures, measurement standards and methods, and reporting processes make up the management component.

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