Service Level Agreement

A written agreement between a provider of a service and a customer, which identifies clear measures (performance criteria) for what the provider is committed to provide as a service to the customer, for example, by responding to written complaints within 5-working days or ensuring that a service is available at least x% of the time, or ensuring a task is completed within a certain timeframe, or other measurable feature. The term Service Level Agreement is frequently referred to as just SLA.