Service Level Agreement

A Service Level Agreement (SLA) is a critical contract between a service provider and a client, clearly defining the level of service expected and the metrics by which that service is measured. It outlines specific parameters such as service availability, response times, problem resolution efficiency, and responsibilities of both parties. SLAs are essential for setting clear expectations, minimizing disputes, and ensuring that the quality of service meets agreed-upon standards. By establishing measurable targets and detailing remedies for non-compliance, an SLA provides a framework for accountability and helps build a trusted, transparent relationship between the provider and the consumer of the service.