ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about "SLA":

Service-Level Agreement (SLA)

Jun 23, 2022 8:48:45 AM

What is an SLA? 

A service-level agreement (SLA) is the deal struck between a service provider and a client detailing the expectations and responsibilities of the provider. SLAs usually include components on reporting, responsiveness, incident management, and more so that client and provider are on the same page from the very beginning of an agreement.