Service Level (Provider) Agreement

A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected from the provider. The SLA outlines the services that the provider will offer, the availability and response times for those services, and the obligations of both the provider and the customer. The SLA serves as a tool for managing customer expectations and ensuring that the service provider is delivering the agreed-upon level of service. It can help to prevent misunderstandings and disputes, and provides a framework for resolving any issues that may arise.