Service-level agreement
A service-level agreement (SLA) is an agreement, typically a binding contract, between a service provider and a customer that define particular aspects of the service – such as quality of service, availability, responsibilities – as terms of contract. SLAs are commonly used in the technology industry, and often contain specific service-level objectives for defined service level indicators, such as mean time between failures, mean time to repair, mean time to recovery, network throughput, jitter, uptime, first-call resolution, and turnaround time.