What is the purpose of service level agreements (SLAs)?

The purpose of service level agreements (SLAs) is to clearly define the standards of service and responsibilities between a service provider and a customer. SLAs set specific expectations regarding the quality and availability of services, which helps to ensure that both parties are aligned on what is to be delivered. This includes metrics like response times, resolution times, and the level of customer support provided, thus creating a framework for measuring performance and accountability.

By explicitly outlining these parameters, SLAs not only help in managing customer expectations but also facilitate better communication and trust between service providers and customers. They are essential in situations where performance and service levels need to be guaranteed for successful customer relationships and satisfaction.