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SLA

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Term Definition
SLA
A service-level agreement (SLA) is a part of a service contract where a service is formally defined. SLAs commonly include segments to address: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement. In order to ensure that SLAs are consistently met, these agreements are often designed with specific lines of demarcation and contract enforcement (rewards and penalties) are rigidly enforced.