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service level agreement (SLA)

Abbreviation(s) and Synonym(s):

SLA

Definition(s):

  Defines the specific responsibilities of the service provider and sets the customer expectations.
Source(s):
CNSSI 4009-2015

  A service contract between an FCKMS service provider and an FCKMS service-using organization that defines the level of service to be provided, such as the time to recover from an operational failure or a system compromise.
Source(s):
NIST SP 800-152 under Service Level Agreement (SLA)