Service Level Agreement
| 1. Service Level Agreement or SLA is an agreement between the service providers and the service user as to the nature, availability, quality, scope of the service to be provided.
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(Source: Business Continuity Management Institute - BCM Institute) |
2. Written agreement between a Service Provider and the (SLA) customer(s) that documents agreed Service Levels for a service.
(Source: OGC, Information Technology Infrastructure Library (ITIL) v3)
