service level agreement (SLA)

service level agreement (SLA)

Definition: (ITIL Continual Service Improvement) (ITIL
Service Design) An agreement between an
IT service provider and a customer. A service
level agreement describes the IT service,
documents service level targets, and
specifies the responsibilities of the IT service
provider and the customer. A single
agreement may cover multiple IT services or
multiple customers. See also operational
level agreement.