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SLA: Service Level Agreement

The full form of SLA is “Service Level Agreement“. A service-level agreement (SLA) is a document which describes the quality and performance of service that a service provider promises to deliver to the customers. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. The most common component of an SLA is that the services should be provided to the customer as agreed upon in the contract.

For example, SLAs are often included in signed agreements between Internet service providers (ISP) and customers. SLA is also known as an operating level agreement (OLA) when used in an organization without an established or formal provider-customer relationship. The customer will be responsible for making a representative available to resolve issues with the service provider in connection with the SLA. The service provider will be responsible for meeting the level of service as defined by the SLA.

Other full forms of SLA