What is a Service-Level Agreement (SLA)?

Service-Level Agreement Definition

An SLA (service-level agreement) specifies the degree of service you anticipate from a vendor, as well as the metrics by which service is assessed and remedies or penalties in the event that agreed-upon service standards are not fulfilled. Service level agreements (SLAs) vary by service, industry, and vendor type. SLAs are contracts between the service provider and third parties; there can be no agreement between third parties because the level of service has been determined by the customer; these agreements are simply contracts. It’s an important part of any technology vendor agreement. Service-level SLAs, Customer-based SLAs, and Multi-level SLAs are the three categories of SLAs.


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