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Volume 32, Issue 3

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Service Level Agreement (SLA)

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TermDefinition
Service Level Agreement (SLA)
A formal agreement between a service provider (whether internal or external) and their client (whether internal or external), which covers the nature, quality, availability, scope and response of the service provider. The SLA should cover day-to-day situations and disaster situations, as the need for the service may vary in a disaster.An agreement between a service provider and a customer defining the scope, quality and timeliness of service delivery.