Service Level Agreement

An agreement between two or more parties, one of whom is the client and the others are service providers, is known as a service-level agreement. This 'contract' may be formal or informal and is legally binding (for example, internal department relationships). The agreement may involve various teams from various organizations or distinct organizations on their own. There can be no 'agreement' between third parties because the degree of service has already been determined by the (main) client. Instead, these contracts are mere 'contracts' between the service provider and third parties. [Reference needed] However, internal groups may employ operational-level agreements, or OLAs, to support SLAs. It is not an 'SLA' if a specific feature of the service has not been agreed upon with the consumer.