What is a Service Level Agreement?
Service level agreements – SLAs – fix performance standards for specified services in contracts.
So SLAs are categories of contracts which:
- contain a contractually binding legal commitment
- to deliver one or more services
- within stated tolerances.
Service level agreements lock in the performance expectations of the customer, in a legally binding agreement.
So a service level is the measure of the standard of performance by which a business must deliver its services to another contracting party.