A service-level agreement or SLA is a commitment between two or more parties where one is the client and the other is a service provider. SLA is a segment of a service contract typically included by Internet providers and telcos where a service is formally stated. It clarifies the level of service quality, availability of service, and the procedure of reporting and resolving occurring problems. SLA typically defines a mean time between failures (MTBF), mean time to recovery (MTTR), or repair. It identifies the party responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter, etc.

The term SLA is sometimes used to speak about the contracted delivery time that the services should provide to the customer under the contract.

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