Skill
Service Level Agreement
Business and Management
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the expected level of service, including specific metrics like uptime, response time, and resolution time, along with penalties for non-compliance. SLAs are widely used in IT, telecommunications, and outsourcing to set clear expectations and accountability. Professionals in account management, IT service delivery, and procurement regularly negotiate and monitor SLAs.
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