A Service-Level Agreement (SLA) is a formal, often contractual, document that outlines the specific level of service a provider commits to deliver to a customer. It defines key elements such as service scope, performance metrics (e.g., uptime, response time, resolution time), responsibilities of both parties, and remediation or penalties if agreed-upon standards aren’t met. SLAs are widely used across industries—including IT, cloud services, outsourcing, and telecommunications—to ensure clarity, accountability, and trust between stakeholders.
