What does a Service-Level Agreement (SLA) usually outline?

A Service-Level Agreement (SLA) typically outlines the detailed terms of service provided between a service provider and a customer or client. SLAs specify the level of service expected, including performance metrics, responsibilities, and quality standards that the provider must meet. This document is essential in defining what both parties can expect from each other, ensuring there is a clear understanding of service commitments.

While it may also touch on other aspects like payment terms or termination processes, the primary focus is on the delivery of services and the performance criteria that need to be adhered to. This clarity helps manage expectations and provides a framework for addressing any potential service deficiencies. Thus, the detailed terms of service are crucial in establishing accountability and guiding the operational relationship between the involved parties.