What is a 'service level agreement' (SLA)?

A 'service level agreement' (SLA) is a contract that outlines the expected service levels between a service provider and a client. This document details specific metrics such as response times, service performance, availability, and quality of service, ensuring that both parties have a clear understanding of their expectations and responsibilities.

SLAs are critical for establishing accountability, as they allow the provider to set realistic goals and the client to identify benchmarks for evaluating service satisfaction. By clearly defining these terms, SLAs help to foster a professional relationship and minimize misunderstandings between the involved parties.

Other options do not capture the essence of an SLA. A casual understanding lacks the formal structure necessary to hold parties accountable, while a summary of client feedback does not define service levels but rather reflects client experiences. A list of company policies, on the other hand, provides general guidelines for operations but does not specifically address the expectations for service delivery. Thus, the accurate portrayal of an SLA is as a detailed contract defining the expected service levels.