service level agreement
- noun an agreement between a supplier and a customer which stipulates the level of services to be rendered.
- A contract that specifies terms of performance that one entity will provide to another. The agreement may include standards for a system's availability and reliability.
- (written as Service Level Agreement)A contract specifying the level of service a provider is committed to deliver to a client or user. Such an agreement may cover performance minimums pertaining to downtime, bandwidth, and response time, in addition to the availability of technical support, replacement components, and the like. Its abbreviation is SLA.