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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.
SLA â Service Level Agreement Fundamental to any contract of provision of services in the IT area, the SLA â Service Level Agreement is the specification, in measurable and clear terms, of all services that the contractor can expect from the contracted party in the agreement relationship, as well as terms of commitment, service-level goals, technical support, contractual deadlines , among other aspects.