Service-level agreement: a documented agreement on the service to be provided and how its performance will be measured.
An SLA records a service commitment in terms that the provider and customer can assess. Depending on the service, this may concern when work should be completed or the availability of an online system. Performance is then measured against the agreed commitment. A completion time or uptime figure can be a measure within an SLA, but measuring performance alone does not establish that an agreement exists. The useful distinction is between observing how a service performs and checking whether it meets a documented obligation. The agreement determines which commitment is being assessed.
In job listings
Harrods required a Watch Polisher in London to refurbish and refinish stainless steel and precious metal watches and bracelets within agreed SLA timeframes, while meeting customer requirements recorded on the job card. The workshop balanced its service commitments with the technical demands of each job when scheduling work. Search local jobs for “SLA”.
