SLA (Service Level Agreement)

A Service Level Agreement (SLA) is a legally binding contract between a service provider and a customer that specifies the services and levels of service to be provided. The SLA outlines the responsibilities of each party, the duration of the agreement, any standards or requirements, and the procedures for resolving disputes and conflicts. The SLA serves as a clear roadmap for both parties, helping to ensure that the service provider is delivering quality services within acceptable timeframes and at an appropriate cost.