SLA stands for Service Level Agreement. It is a contract between a service provider and a customer that defines the level of service expected during their interaction. This agreement outlines the specific services to be provided, the quality and performance standards to be met, and the metrics used to measure those standards. It often includes provisions for remedies or penalties if the agreed-upon service levels are not fulfilled

. SLAs are important because they set clear expectations, provide recourse in case of dissatisfaction, and create opportunities for negotiation between the parties involved. They help manage customer expectations, formalize communication, and improve overall service delivery and trust

. In summary, an SLA is a detailed agreement that ensures both parties understand their responsibilities and the quality of service to be maintained, often used in business, IT, and outsourcing contexts