Service Level Agreement (SLA)

(1) Defines what degree of service and timeline for resolution a user can expect for the product, for the duration of a contract/agreement. The expectations that are set forth in the SLA often relate to Help or Service Desk personnel and their performance and adherence to the terms included. (2) Agreement setting out the availability or reliability of an IT service. SLAs are commonly agreed between the business and the IT department or service provider.