What term describes a documented agreement between a service provider and a customer detailing service expectations?

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The term that accurately describes a documented agreement between a service provider and a customer detailing service expectations is a Service Level Agreement (SLA). An SLA defines the specific services to be provided, including metrics for measuring service performance, responsibilities of both the service provider and the customer, and the penalties for failing to meet the agreed-upon service levels.

SLAs are crucial in establishing a mutual understanding of service requirements and expectations, ensuring that both parties are aligned on what is to be delivered and the standards expected. This fosters trust and clarity and plays a key role in effective service management, making it a fundamental concept within ITIL and other service management frameworks.

Operational Level Agreements (OLAs) and Support Level Agreements (SLAs) serve different purposes. An OLA typically focuses on agreements within the internal teams of a service provider rather than with the customer, and a Support Level Agreement might refer to terms regarding support aspects rather than the overall service expectations. A Service Delivery Agreement (SDA) might also encompass broader terms outside the specific service expectations categorized under SLAs. However, none of these terms encapsulate the direct customer-service provider arrangement that an SLA does.

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