What does a service level agreement (SLA) define?

A service level agreement (SLA) is a formalized document that defines the expectations and commitments between a service provider and a customer concerning the standards of service to be provided. This typically includes details on various performance metrics such as response times, resolution times, and overall service quality. The purpose of an SLA is to ensure that both parties have a clear understanding of the service requirements and the level of service to be delivered, providing a framework for accountability.

While the other options mention aspects of service delivery or customer interaction, they do not encompass the broader commitment that an SLA represents. For instance, the frequency of communication focuses on how often updates are provided rather than the overall service quality standards. The maximum number of customers per representative pertains to workload management rather than service level commitments. Similarly, the times of day that support is available is a specific operational aspect but does not capture the entirety of the SLA’s objectives. Thus, the correct answer encapsulates the comprehensive nature of what an SLA is designed to encapsulate in service agreements.