What is a Service Level Agreement (SLA)?

By Ananth Seshadri2 min read · Posted Apr 18, 2023


A Service Level Agreement, or SLA, is the level of service that a customer expects from a supplier while also creating metrics that the service is measured by and any possible difficulties and resolutions in case the agreed service level was not achieved. Typically, these are between external suppliers and companies, but they can also be involving two departments within a company.

The Essential Elements of an SLA

An SLA is meant to include descriptions of the provided service and their service levels, as well as the metrics of the service, each party’s functions, punishments for potential breaches, and a protocol that could either add or remove metrics. SLA metrics are created in order to ensure that both parties properly complete their roles without any type of penalty. Furthermore, the two main facets of an SLA are services and management. The service parts of an SLA mention the specific services provided, service availability conditions, and numerous service standards, such as the time frame for each service level. The management elements of an SLA focus on the measurement standards and method definitions, reporting procedures, frequency, and contents, a process to resolve potential arguments, clauses that ensure protection against service level breaches, and a system to keep the agreement updated. Due to SLAs requiring ever-changing service requirements and vendor abilities, SLAs should always be kept updated.

Why are SLAs Important?

SLAs play a major role in developing a strong workspace due to their ability to impact numerous aspects key to maintaining a healthy and well-functioning work environment. For example, they play a role in enhancing customer relationships, as they mitigate the chances of risk, which can lead to increased trust between parties. SLAs can also reduce uncertainty by creating processes in case of a penalty or service breach. Furthermore, SLAs increase work communications, as it allows companies and external suppliers to maintain smooth and free-flowing conservations through their previously agreed-upon terms. Moreover, SLAs are vital for the improvement of a company’s efficiency and team spirit, as their constant incoming requests create a sense of urgency within a company, which prompts its teams to decide which requests are the most important in order to bolster their productivity.


In conclusion, SLAs are a crucial and fundamental agreement between a company and its customer that is essential when gaining trust between both parties. With their versatility, they help facilitate the process of directing customer needs and controlling team responsibilities when issues are present. Through their clear-cut structure, they provide a baseline for the camaraderie and success for a company and their customer to interact, as they provide the expectations and duties for both parties, which had already been agreed upon. Therefore, not only do SLAs increase customer and employee interconnection, but they also contribute to the enhanced teamwork and success of a company in the short and long term.


About The Author

Ananth Seshadri


Hello, I am Ananth Seshadri, an Article Writer at Pitch Labs! I am interested in law and love to write articles about impactful topics. With my passion and dedication, I hope to captivate and inspire people in the present and future with my writing.

See more posts by Ananth Seshadri



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