Service-level agreement (SLA)

Definition

A service-level agreement is a written commitment between an agency and its client about what will be delivered and how fast the agency responds, such as reply times, report dates and the scope of work. It sets expectations before the work starts, so both sides can see when a commitment has been missed.

How to use it

An agreement usually lists reply times for questions and urgent issues, the days when reports and reviews are due, the hours the team covers, and what sits outside the scope. Keep each commitment measurable. A promise to reply quickly is hard to check, while a promise to reply within one working day can be logged and reported.

Log the agreed measures in a simple sheet and review it with the client on a set schedule. A missed commitment is best reported early, with the cause and the fix, rather than found at renewal. Revisit the agreement when the scope changes, because the old times may not fit the new work.