Which of the following describes the primary function of an SLA?

The primary function of a Service Level Agreement (SLA) is to define the service expectations between service providers and clients. An SLA serves as a formal document that lays out the specific services provided, the expected performance levels, and the metrics used to measure that performance. This clarity helps ensure mutual understanding and agreement on the scope and quality of service. By detailing aspects such as response times, availability, and responsibilities, SLAs help manage expectations and provide a framework for accountability.

This foundational role is crucial in fostering a trusting relationship between the service provider and the client, ensuring that both parties are aligned in their expectations. Moreover, if issues arise regarding service delivery, an SLA provides a reference point for dispute resolution, reinforcing its importance in any service-oriented relationship.