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Service Level Agreement (SLA)

/ˈsɜrvəs ˈlɛvəl əˈgrimənt (ɛs-ɛl-eɪ)/

An agreement between an IT service provider and a customer. An SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers