Service Level Agreement (SLA).

Service Level Agreement represents the organization’s commitment to ensure the quality of the various service requirements, such as availability, capacity, continuity, requirements fulfillment, management of service complaints, claims, and incidents.
This document is drawn up before the service begins and is attached to the contract or included among its clauses. SLAs aim to define service provision responsibilities and commitments to meet customer satisfaction and expectations. Likewise, it sets out a mutual agreement for the provision of services between the customer and the service provider, and determines the service requirements; however, a regular review of the service requirements must be conducted by the service provider and the customer to ensure that these remain appropriate.
These SLAs can be represented by Key Performance Indicators (KPIs), which measure tactical and strategic objectives to meet goals driving efficiency continuous improvement. For example, the time needed to solve an incident occurring during the service provision, where the service provider must review the compliance level behavior to analyze trends and take preventive measures.
It is important to note that when a part of the service is outsourced, the service provider must adopt the service provider’s SLAs and incorporate them into the service level to be provided to the customer.