What expectation is defined in the service level agreement between an organization and service vendor?
- guaranteed service response time
- maximum number of service calls per day
- chain of custody procedures
- communication etiquette rules
The service level agreement, or SLA, is a legal agreement between an organization and a service vendor. The agreement is a binding contract that spells out service expectations of the service vendor. The SLA typically contains response time guarantees, part availability, and time of service availability.