What is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) is a contract between a service provider and a customer that specifies the services the provider will deliver, for what time period, and under what conditions. This helps to ensure quality and availability of the service. SLAs are commonly used in the IT industry for services such as support, maintenance, or Cloud services.

A key feature of an SLA is that it includes metrics for measuring performance. This allows the expectations of both parties to be aligned and met. A clear SLA is crucial for customer satisfaction.