What is an SLA (Service Level Agreement)?

An SLA is an agreement, usually in writing, between a supplier and a customer of certain services. In addition to describing the provided services, an SLA also sets out the rights and obligations of both the supplier and the customer with regard to the agreed service level target to be provided. This process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.