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A Service Level Agreement (SLA) is a written contract that specifies the minimum level of service expected from a service provider. Unlike Key Performance Indicators (KPIs), which evaluate service provider performance against targets, SLAs establish the required service levels and outline actions to be taken if these levels are not achieved. This may involve financial compensation for the client to cover losses due to underperformance. SLAs are regularly monitored to ensure compliance and allow for corrective measures when necessary. For further insights into KPIs, viewers are encouraged to check out another video on the channel.
