What does SLA stand for?

The term SLA stands for Service Level Agreement. This is a formal document that defines the expected level of service between a service provider and a customer. It outlines specific metrics about the quality of service delivery, including response times, resolution times, availability, and performance benchmarks that the service provider commits to achieving.

SLAs are critical in managed services and support environments, as they help to set clear expectations and responsibilities, ensuring that both parties understand what is required for satisfactory service delivery. Moreover, SLAs often include penalties or remediation actions if the agreed-upon levels are not met, which further enforces accountability.

Understanding SLAs is essential for anyone working in support roles, as they establish the foundation upon which customer satisfaction and service efficacy are built.