What does SLA stand for in a support service context?

In the context of support services, SLA stands for Service Level Agreement. This is a formal document that outlines the expected level of service provided by a service provider to a customer. It defines specific metrics such as availability, response times, resolution times, and responsibilities of both parties involved. SLAs are crucial in managing customer expectations and ensuring that there is a mutual understanding of the service quality, performance criteria, and accountability. They serve as a benchmark against which the service provider's performance can be measured and hold both parties accountable for adhering to agreed-upon standards.