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TERM DEFINITION(S)

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.
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1) Semantically Related Terms: The "Service Level Agreement (SLA) Management Glossary"Semantically Related Terms and Phrases
2) Service Level Agreement (SLA) Management Home Page covers much more about other related terms and concepts associated with this term or phrase.









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