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An SLA (Service-Level Agreement) is an agreement between a service provider and a client that defines key parameters of service quality, such as response time, system availability, and problem resolution speed. The document also specifies the obligations of the parties and possible consequences for violating the terms.
An SLA is necessary to establish clear service standards, ensuring transparency in the interaction between the provider and the client. It helps avoid misunderstandings by defining specific metrics by which the quality of services is assessed and provides guarantees of commitment fulfillment, allowing clients to rely on an appropriate level of service.
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