What does a service level agreement (SLA) define?

A service level agreement (SLA) primarily defines the expectations of service levels between a service provider and a customer. This document outlines the specific services that will be provided, the standards expected, and the responsibilities of both parties. By clearly establishing these expectations, the SLA serves as a foundation for the relationship, ensuring that both the provider and customer understand what to anticipate regarding service quality, availability, and response times.

While other options may contain elements relevant to customer service, they do not encapsulate the full purpose of an SLA. For instance, while an SLA might include performance metrics that relate to customer satisfaction or delivery time, these aspects are part of the broader framework that defines what service level will be provided rather than the SLA's core function. Therefore, the essence of an SLA lies in the mutual agreement on service quality and responsibilities, aligning the provider's capabilities with the customer's needs.