# SLA

#### Service Level Agreement (SLA)

**Definition**

A Service Level Agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet.

**Components of an SLA**

* **Service Description**: The services to be provided and their expected service levels.
* **Performance Metrics**: How the success of the service will be measured.
* **Customer Duties**: Obligations and responsibilities of the customer.
* **Warranties and Remedies**: Solutions and compensation for service failures.
* **Service Tracking and Reporting**: Methods for monitoring and reporting on service performance.

**Benefits of an SLA**

* Clarifies expectations for both provider and customer.
* Provides recourse in the event of service failures.
* Helps to manage customer expectations.

**Review Process**

Regular reviews of the SLA terms and performance results are essential to maintain a fair and updated agreement.
