What does a service level agreement (SLA) define?

A service level agreement (SLA) is a formal document that outlines the expected service delivery standards between a service provider and a customer. It serves as a contract that explicitly defines the level of service that is expected, including specific performance metrics, responsibilities of both parties, and the consequences for failing to meet the agreed-upon standards. By clearly establishing these expectations, SLAs help ensure that both the provider and the customer are aligned on the desired outcomes and can hold each other accountable to maintain a high level of service.

The other options do not accurately capture the essence of an SLA. For instance, while the roles of management and staff are important for the overall functioning of an organization, they are not the primary focus of an SLA. Similarly, budget allocation pertains to financial management rather than service quality; it does not relate to the standards of service delivery. Lastly, a social media strategy, while vital for marketing and communication, is unrelated to the service level expectations set out in SLAs.