What is Service-Level-Agreement

A service level agreement (SLA) is a formal document between a service provider and the user. It does not define how the service will be delivered but rather provides a measurable framework for the provision of that service.

Some metrics that are used to define the SLA might include the mean time between failures, an agreed accepted level of downtime across an agreed time frame, support response and resolution times.

A formal document between a service provider and the user that provides a measurable framework for the provision of that service.

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