Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a formal contract that outlines the expected level of service between an agency and its client. It typically includes response times, performance metrics, and responsibilities to ensure accountability.

An agency’s SLA might guarantee a 24-hour response time for support requests and weekly project updates through the client portal to maintain transparency and trust.

Related terms

Account Management Project Dashboard Milestone Tracking
Service Catalog Service Tier

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