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SLA

Abbreviation(s) and Synonym(s):

service-level agreement
Service-Level Agreement
Service-Level Agreements

Definition(s):

  Represents a commitment between a service provider and one or more customers and addresses specific aspects of the service, such as responsibilities, details on the type of service, expected performance level (e.g., reliability, acceptable quality, and response times), and requirements for reporting, resolution, and termination.
Source(s):
NIST SP 800-47 Rev. 1 under service-level agreement