A service-level agreement (SLA) is a written document between a service provider and its clients outlining the services to be provided and the service standards the provider must meet for a set period.
Service providers must utilise SLAs to help them control customer expectations and specify the risk level and conditions in which they are not liable for interruptions or poor performance. Customers can also profit from SLAs because the contract outlines the service's performance characteristics, which can be compared to the SLAs of other vendors, and it establishes procedures for resolving service issues.
The service level agreement (SLA) is one of two basic agreements that service providers often make with their clients. Many service providers create a professional service agreement to outline the central policies and procedures governing customer interactions.
A service-level commitment (SLC) is a more comprehensive form of SLA management. A Service Level Agreement is distinct from a contract in that it is bidirectional and involves two teams. An SLC, on the other hand, is a one-way duty that defines what a team may guarantee its clients at any time.