En serviceniveauaftale er en aftale mellem et servicefirma og en servicekunde . I en SLA accepterer kunden en minimumsvartid baseret på det tidspunkt , hvor servicefirmaet registrerer problemet , og hvornår problemet er løst .

A service level agreement ( SLA ) is an agreement between a service company and a service customer . In a SLA , the customer agrees to a minimum response time based on when the service company records the issue and when the issue is resolved .
