An SLA (Service Level Agreement) is a contractual agreement between a managed IT service provider and its client, which outlines the expectations and responsibilities of both parties in terms of response and resolution times for IT issues. It specifies the amount of time within which the service provider must respond to a client’s request for assistance, and the amount of time within which the issue must be resolved. The SLA sets clear expectations for both parties and helps to ensure that the IT service is delivered efficiently and effectively, as agreed on between the customer and IT service provider.
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