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A Service Level Agreement (SLA) is a binding document created between the service provider and the customer. It outlines the quality, availability, and responsibilities of both parties. SLAs are essential for managing customer expectations and ensuring service quality.
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A service level agreement sets measurable performance targets, responsibilities, and escalations for a service.
SLAs emerged from IT service management and spread with ITIL as part of professional service governance. AXELOS’s ITIL framework places service level management around agreeing, monitoring, and improving service targets.
Think of an SLA as a jointly signed scorecard: it says what counts, how it is measured, and what happens when performance deviates.
Agreed service targets that can be measured.
A basis for measurement, reviews, and escalation.
It creates a reviewable expectation between provider and customer. It loses value when targets are not measurable or metrics miss business outcomes.
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