What does a Service Level Agreement (SLA) entail?

A Service Level Agreement (SLA) is primarily a formal document that outlines the expected level of service that a provider will deliver to a customer. It defines specific metrics by which service is measured, including availability, performance, response times, and responsibilities of both parties. By establishing clear expectations, SLAs help ensure that there is mutual understanding and accountability between the service provider and the customer. This agreement serves as a crucial tool for managing service delivery, as it can include remedies or penalties for service levels that are not met, thereby protecting the interests of both parties involved in the service relationship.

While the other options address different aspects of business operations—such as employee benefits, marketing strategies, or company values—they do not capture the essence of what an SLA represents. SLAs focus specifically on service commitments, contrasting with the broader topics reflected in the other choices.