Service Level Agreement (SLA)

A Service Level Agreement, commonly known as an SLA, is a formal contract or agreement that specifies the level of service to be provided by one party to another. These agreements are often a focal point in client meetings, particularly in service-based industries such as IT, customer support, or outsourcing. SLAs outline the quality, performance, response times, and other service-related metrics that the service provider commits to delivering to the client. In meetings, discussions around SLAs focus on defining expectations, negotiating terms, and ensuring both parties have a clear understanding of their roles and responsibilities to maintain a high level of service quality.