Glossary What is a Service-Level Agreement (SLA)?

A Service-level Agreement (SLA) between a service provider and a customer sets specific standards for the products or services provided. The SLA is a document or verbal agreement that clearly defines expectations and requirements for both parties. The purpose of the SLA is to establish a set of guidelines that govern the relationship between the service provider and the customer, providing clarity and transparency throughout the process.

A service provider solution will ensure an effective service-level agreement (SLA). It should encompass defining a service provider's core business, upleveling current offerings, expanding their portfolio for new revenue streams, and investing in anticipating customer needs. The SLA outlines the service scope, quality expectations, timelines, and metrics for success. Such attributes ensure both parties understand the expectations and requirements of the service relationship.

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