Service level agreement

service level agreement: an agreement, often used in IT law, in the context of support and helpdesk services in the software and technology industries, via which the service provider and the service recipient agree key matters such as what support services will be provided, what hours the support services are available (eg. 9 – 5 or 24/7), how quickly the service provider should respond to support queries and what happens if the agreed service levels are not met.