Service-level agreement
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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.
