Definition
A contract parameter defining the minimum service metrics a vendor must meet (e.g., first response under 15 minutes).
Cite this definition
"SLA (Service Level Agreement)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/SLA
Business Importance
Ensures accountability and establishes standard expectations for B2B partnerships.
Industry Examples
An agreement requiring 95% of incoming customer chats to be answered under 60 seconds.
Related Terms
Related Service
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