Service Level Agreement (SLA) is a documented commitment between a service provider and a client, stipulating the nature, quality, availability, and scope of services. This contractual agreement explicitly defines measurable service standards to ensure mutual understanding and expectations on both ends. SLAs cover several key parameters such as reliability, responsiveness, procedures for reporting issues, monitoring of services, and penalties for failing to meet agreed-upon terms. A well-structured SLA plays an instrumental role in maintaining consistent service quality by holding the provider accountable while safeguarding the client’s interests. It serves as an essential communication tool that helps avoid misunderstandings by providing definitions of the services provided and setting clear performance metrics.