Question
What is the primary purpose of a Service Level
Agreement (SLA) in a business context?Solution
A Service Level Agreement (SLA) is a formal document that defines the expected performance levels and quality standards agreed upon between a service provider and a customer. It outlines the specific metrics, responsibilities, and service expectations that must be met by the provider, such as response times, uptime guarantees, and support availability. SLAs are crucial for setting clear expectations and ensuring that both parties understand their obligations and the criteria for measuring service performance. They help manage the relationship between the service provider and the customer, ensuring accountability and providing a framework for addressing any issues that arise regarding service delivery.
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