Service level agreement (SLA)
also known as SLA
A commitment to defined service standards - like response or turnaround times - usually attached to a retainer or support arrangement.
For example, a support retainer might carry an SLA promising a response within four business hours and a fix within two days for urgent issues. The client gets reassurance, and the agency gets a clear, bounded definition of what 'responsive' means.
Why it matters to your firm: an SLA turns vague promises of good service into measurable commitments, which protects the client and shields the agency from open-ended expectations. Clear, realistic SLAs are a selling point on retainers - and a defence against the assumption that you are available around the clock.
What an SLA defines
- Response and resolution times
- Hours and channels of coverage
- How performance is measured
- The escalation path
- What happens if a target is missed
- A review cadence