Service-level agreement

A service-level agreement (also known by its acronym, SLA; alternatively spelled service level agreement; hereinafter, SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

Definitions

According to the ITIL Foundation 4e by Axelos,

Service level agreement (SLA). A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.