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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.
SLAs can come in several varieties. An Enterprise SLA is an agreement between the service provider and all customers of an entire organization. A Customer SLA is an agreement between the service provider and a specific customer group of the organization.A Service SLA is an agreement between the service provider and the customers of a particular service.LAs can come in several varieties. An Enterprise SLA is an agreement between the service provider and all customers of an entire organization. A Customer SLA is an agreement between the service provider and a specific customer group of the organization.