What is the primary purpose of a Service Level Agreement (SLA)?

The primary purpose of a Service Level Agreement (SLA) is to define service expectations. An SLA is a formal contract that outlines the expected level of service provided by one party to another, typically between a service provider and a client. This document specifies the performance metrics, quality standards, and responsibilities of both parties, ensuring that everyone has a clear understanding of what is expected.

By clearly articulating service levels, such as response times, uptime guarantees, and support availability, SLAs help manage customer expectations and establish a mutual understanding that can lead to a better working relationship. This clarity minimizes confusion and sets a benchmark for performance that can be measured and evaluated over time.

In contrast, while there may be elements of customer service in an SLA and it may hint at legal obligations, the core focus is on defining the expected service levels. Similarly, the documentation of project scope is more concerned with outlining the specific deliverables and tasks of a project rather than the ongoing service expectations that an SLA typically addresses.