Description: A Service Level Agreement (SLA) is a contract that defines the expected level of service from a service provider. This document establishes expectations between the provider and the client, specifying key metrics such as service availability, response time, and support quality. SLAs are fundamental in the field of information technology and cloud services, as they provide a clear framework for evaluating service performance. They include details about the responsibilities of both parties, as well as consequences in case of non-compliance. A well-defined SLA not only helps manage customer expectations but also fosters transparency and trust between the involved parties. Additionally, SLAs may include clauses regarding the review and update of the agreement, allowing adaptation to changes in business needs or the technology used. In summary, an SLA is an essential tool for ensuring that services are delivered effectively and efficiently, aligning the provider’s objectives with the client’s needs.
