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 agencies: 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
What is a service level agreement (SLA)?
A commitment to defined service standards - like response or turnaround times - usually attached to a retainer or support arrangement.
What does a service level agreement include?
Defined standards such as response and resolution times, hours of coverage, how performance is measured, and what happens if a target is missed.
What is the difference between an SLA and an MSA?
An MSA sets the overall legal terms; an SLA specifies the service standards, often as a schedule within or alongside the MSA.
Do agencies need SLAs?
They are most useful on support or retainer work, where clients expect responsiveness and you need to bound what 'responsive' actually means.