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A Service Level Agreement (SLA) is a written contract that outlines the minimum level of service expected from a service provider. It includes specific metrics, known as SLAs or Key Performance Indicators (KPIs), to measure performance against set targets. The SLA defines the minimum service level required and outlines actions to be taken if those levels are not met, often including financial penalties to compensate the client for any resulting losses. SLAs are monitored regularly to ensure compliance and enable corrective actions when necessary. For further details on KPIs, viewers are encouraged to check out a related video on the channel.
