Sales Glossary > Service-Level Agreement

Service-Level Agreement

Service-level agreement (SLA) is the document that confirms the commitment and defines the deliverables that the vendor is obliged to provide to the customer.

In other words, it's a contract between the customer and the service provider that confirms their intentions and clarifies the expected outcomes for each party.

The SLA should document deliverables and responsibilities for both parties, how success will be determined, and exceptions will be handled.