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This video tutorial introduces service level agreements (SLAs), detailing their definition, key features, and common implementation issues. An SLA is described as a document that outlines the services provided, the expected performance levels, consequences for not meeting those levels, and provisions for dispute resolution and performance monitoring. The tutorial emphasizes the importance of performance metrics in SLAs, noting that both consumers and professionals likely encounter SLAs in various contexts, particularly in web services and operational roles.
