What does an SLA document outline?

An SLA, or Service Level Agreement, is a formal document that defines the expectations and responsibilities between a service provider and its consumers. It establishes a mutual understanding of service requirements and provides clarity regarding the level of service expected, including aspects such as availability, performance, and response times. This agreement serves as a foundational element for the service relationship, ensuring both parties are aligned on their obligations and what is to be delivered.

While performance expectations during normal circumstances, hardware or software usage specifics, and information movement may be relevant to a broader discussion of services, they do not encapsulate the purpose of an SLA. The primary role of an SLA is to set clear expectations and requirements, forming the basis for evaluating service performance and compliance.