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Service-Level Agreement (SLA)
A service-level agreement (SLA) is an agreement between a service provider and a customer outlining all services to be provided as well as customer expectations, success metrics, and communication expectations. SLAs are generally created at the start of a new project so both parties have the same expectations.
What Small and Midsize Businesses Need to Know About Service-Level Agreement (SLA)
Typically, an SLA includes things such as an outline of services to be provided, the duties of each party, a general timeline, and remedies if the agreement is broken by either party. These agreements facilitate clear communication between a customer and a service provider/vendor. They can also aid in quickly resolving any disputes that may occur throughout a project.
Related terms
- Haptics
- WAN (Wide-Area Network)
- Intranet
- SLO (Service-Level Objective)
- Security Orchestration, Automation and Response (SOAR)
- Scalability
- Service-Level Agreement (SLA)
- Software as a Service (SaaS)
- Identity and Access Management (IAM)
- Data Center
- Augmented Reality (AR)
- Synchronous
- Multitenancy
- Chief Information Officer (CIO)
- IT Services
- Authorization
- Service-oriented Architecture (SOA)
- Platform as a Service (PaaS)
- Managed Service Provider (MSP)
- Security Information and Event Management (SIEM)
