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A Service Level Agreement (SLA) is a written contract that outlines the minimum level of service required from a service provider. It includes performance measures, often referred to as SLAs or Key Performance Indicators (KPIs), which assess the provider's performance against specific targets. Unlike KPIs, which solely measure performance, SLAs define the minimum standards and outline actions to be taken if these standards are not met, including potential monetary compensation to the client for losses due to underperformance. SLAs are regularly monitored to track performance and facilitate corrective actions when necessary.
