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Whatâs a SLA: Service Level Agreement A Service Level Agreement (âSLAâ) is a very important component of a relationship between a service provider (your business) and a client (your customer). An SLA is a contractual agreement between the business and the client where the services that will be provided are defined and described, and where remedies if a business cannot meet these requirements are set forth.
I've talked about these in previous entries, Service Level Commitments (SLCs). They really are Service Level Agreements, in this entry I'll explain the difference. SLCs are single directional commitments. These are items which a team states it will provide all of its customers no matter who they are.