The full form of SLA is Service-Level Agreement. An SLA is a promise to the service standard made by the service provider and the customer. It is a written statement outlining the performance and calibre of services a service provider guarantees to offer. It includes various areas related to the effectiveness of goods and services, including regulations for performance evaluations, warranties, and assurances.
- It is a key element of a legal agreement between a client and a service provider because it also outlines the corrective actions and sanctions that will be applied if the latter fails to deliver the service by the SLA.
- The agreement is presented in a common tongue to make it simple for a client or consumer to understand.
- May use any technical language to describe the effectiveness and quality of the service.
- The most typical feature of an SLA is that it must provide customers with services that are efficient and up to par, as specified in the contract.
- For instance, telephone companies and internet providers typically give SLAs as part of the terms and conditions of their contracts with consumers to identify and communicate the level of service being offered.
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