SLA
Service Operations
SLA (Service Level Agreement)
Service Level Agreement
Formal agreement defining expected service performance, responsibilities and measurable service levels.
Examples
- 01The SLA with the hospital promises that a service engineer arrives within 4 hours for critical equipment failures.
- 02Each month, the service team reviews SLA results by customer and issue type, including every missed case.
- 03When the SLA is missed in one region, the team adds a local spare-part stock and a second engineer on standby.