Service Level Assurance (SLA)

Service Level Assurance (SLA) is a commitment or guarantee made by a service provider to its customers regarding the quality, availability, and performance of the provided services. It outlines the agreed-upon service levels and defines the metrics, benchmarks, and targets that the service provider must meet to ensure customer satisfaction. Service level assurance is typically documented in a service level agreement, which serves as a contractual agreement between the service provider and the customer.