SLA

A service-level agreement (SLA) is an agreement between two or more parties, where one is the customer and the others are service providers and is a part of a service contract where a service is formally defined. SLA agreement defines the level of service quality, availability of service and the procedure of reporting and resolving problems that occur.

The term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). Companies will include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms.