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A Service Level Agreement (SLA) is a written contract that outlines the minimum service levels required from a service provider. It differs from Key Performance Indicators (KPIs), which measure a provider's performance against specific targets. An SLA specifies minimum service standards and outlines actions to be taken if these standards are not met, often including financial penalties to compensate clients for losses due to underperformance. SLAs are monitored regularly to ensure compliance and to implement corrective actions as needed. For more information on KPIs, viewers are encouraged to check out a related video on the channel.
