Glossary
Service Level Agreement (SLA)
A contractual commitment to defined service standards, such as response and resolution times.
A service level agreement, or SLA, is the part of an outsourcing contract that sets out the standards the provider commits to: response times, resolution times, availability, quality thresholds and how each is measured.
A clear SLA turns expectations into something you can hold a provider to. The best ones are specific, measurable and reviewed regularly, with a shared understanding of what happens if a target is missed.
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