service level agreement (SLA)

A contract or contract addendum between a client and a service provider that specifies, in measurable terms, the type, quantity, and quality of the services the vendor will provide. An SLA can include provisions about the quantity or volume of services to be provided, but more often references the quality of services such as response time, availability, and customer satisfaction.

Was this article helpful?

Related Articles

Need Support?

Can't find the answer you're looking for?
Contact Support