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A Service Level Agreement (SLA) is a written contract that specifies the minimum level of service a service provider must deliver. SLAs often incorporate mechanisms to measure the provider's performance, commonly known as Key Performance Indicators (KPIs). While KPIs assess performance against certain targets, SLAs define the required service levels and outline actions to be taken if those levels are not met, which may include financial compensation for the client due to underperformance. SLAs are regularly monitored to ensure that service levels are maintained and to facilitate corrective measures when necessary.
