Service-level agreement

A service-level agreement (SLA) is an agreement, typically a binding contract, between a service provider and a customer that define particular aspects of the service – such as quality of service, availability, responsibilities – as terms of contract. SLAs are commonly used in the technology industry, and often contain specific service-level objectives for defined service level indicators, such as mean time between failures, mean time to repair, mean time to recovery, network throughput, jitter, uptime, first-call resolution, and turnaround time.

Unlike traditional contracts, SLAs often require parties involved to meet regularly to create an open forum for communication, apply rewards and penalties for performance, and leave room for periodic revisitation to make changes. SLAs may be supported by operational-level agreements, or OLAs.

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