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A formal, agreed standard for a service (such as how quickly a request or issue must be responded to or resolved) that a provider commits to meet, and what happens if it isn't.
Also called
SLA, Service level agreement
For your role
Choose your role to see what this term means in your work.
Why it matters
It sets clear expectations for service quality.
Where it is used
Supplier contracts, IT services and service desks.
