What do service-level agreements typically define?

Service-level agreements (SLAs) are formal documents that outline the expected level of service between a service provider and a customer. The primary purpose of an SLA is to ensure that both parties have a clear understanding of what is expected in terms of service delivery and support.

The correct answer emphasizes that SLAs specifically define the level of service and support the provider commits to delivering. This can include various measurable parameters such as uptime, performance benchmarks, response times for support requests, and resolution times for incidents. By setting these standards, SLAs help manage expectations, ensure accountability, and provide a framework for monitoring service quality.

In addition, SLAs may also outline penalties or remedies if the agreed-upon service levels are not met, which reinforces the importance of compliance with the established service standards. They serve as a foundational tool for maintaining quality in service delivery and fostering effective communication between the service provider and the customer.