Service Level Agreement (SLA)

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2. A formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider. The SLA should cover day-to-day situations and disaster situations, as the need for the service may vary in a disaster.

A Manager’s Guide to ISO 22301 Standard for Business Continuity Management System

(Source: Business Continuity Institute - BCI)