Service Level Agreement (SLA) |
1. A preferably documented and specific expectation, constraint, obligation, term or commitment that describes one or more of the minimum and/or maximum performance measures, such as but not limited to quality, timeliness and/or cost, of a specific Service and which is often part of a greater Agreement, such as a Service Contract.
2. The document, often in contractual form, that addresses the entire set of expectations, constraints, obligations, terms or commitments, for a specific Service, which is often synonymously referred to as a Service Contract. |
