What is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) is primarily a contract that outlines the expected performance levels of a service provided between a service provider and a client. This document serves to set clear expectations regarding the quality, availability, and responsibilities involved in the service delivery. It establishes metrics for service performance, addresses response times, and specifies penalties or remedies if the agreed-upon service levels are not met.

The correct answer encapsulates the essence of SLAs by emphasizing their role in defining and managing service expectations. This is fundamental for both the service provider and the client to ensure mutual understanding and accountability in the service relationship. An effective SLA helps prevent misunderstandings and outlines recourse options, thereby fostering a more structured and satisfactory service delivery.