Service Level Agreement

(noun) A preferably documented and specific expectation, constraint, obligation, term, or commitment that describes one or more of the minimum and/or maximum performance measures — such as quality, timeliness, and/or cost — of a specific Service, often part of a greater Agreement, such as a Service Contract.

(noun) The document, often in contractual form, that addresses the entire set of expectations, constraints, obligations, terms, or commitments for a specific Service, often referred to synonymously as a Service Contract.