Service Level Agreement (SLA)

A formal agreement between a service provider and a client that defines the expected level of service, including metrics such as response times, resolution times, and overall service quality. SLAs are critical for setting clear expectations and maintaining accountability between both parties. 

Example of an SLA Metric: 

Target Service Level: 90% of calls answered within 30 seconds. 

Measurement: Over a specific period, 95% of calls were answered within 30 seconds, indicating that the SLA was met or exceeded.