A contract between a service provider and its customers (internal and external) that documents what services the provider will furnish. SLAs measure the service provider’s performance and quality in a number of ways. In addition to establishing performance metrics[1], an SLA may include a plan for addressing downtime and documentation for how the service provider will compensate customers in the event of a contract breach. A formal agreement between a service provider and a client that outlines the agreed-upon levels of service, performance guarantees, and responsibilities.
