Operations, maintenance and contracts
SLA
Abbreviation for Service Level Agreement
In short and in plain language
An SLA is an agreement on what a service covers, such as looking after a shop.
It says how fast the firm replies, who is in charge and which reports come.
What exactly is agreed is in the contract.
Definition
An SLA is an agreement on the type and scope of a service, such as the maintenance of a shop. It describes, for example, response times, responsibilities and reports. Which services are agreed is set out in the respective contract.