Service Level Agreement

A Service Level Agreement (SLA) is a contractual agreement between a service provider and a service recipient, defining the terms under which services will be delivered, including predetermined quality standards and pricing. SLAs typically come in two primary forms: Business-to-Consumer (B2C) and Business-to-Business (B2B). These agreements ensure that both parties have clear expectations regarding the quality and delivery of services, fostering transparency and accountability in the business relationship.