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A Service Level Agreement (SLA) is a written contract that specifies the minimum service level a provider must deliver. Unlike Key Performance Indicators (KPIs), which assess provider performance against set targets, SLAs lay out expectations and the recourse available if these expectations are not met. SLAs typically include specific actions to rectify underperformance, including potential financial compensation for the client. Regular monitoring of SLAs ensures that service levels are tracked and necessary corrections are made to maintain agreed standards. For more insights into KPIs, viewers can refer to another video on the channel.
