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Glossary  •  Service Level Agreement(SLA)

Service Level Agreement(SLA)

What it means:

A Service Level Agreement (SLA) is an agreement between a service provider and a customer that ultimately defines what the service provider will do for the customer, and to what level.

This is a method of implementing quality assurance and measuring the customer’s happiness after the end result has been reached, so having a Service Level Agreement in place can give a better indication as to whether or not further action should be taken.