1. An agreement among two or more parties that establishes measurable levels of service and expectations for that service. 2. (IRM) An agreement between end users and the help desk defining the boundaries of acceptable service and details the associated fees for help desk services rendered. The SLA defines users expectations and serves as a guidepost for establishing and measuring performance goals.
A contract between the provider and the user that specifies the level of service that is expected during its term.
A formal agreement between an internal provider and an internal receiver (customer).