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A Service Level Agreement (SLA) is a written contract that outlines the minimum level of service a provider must deliver. It typically includes mechanisms that measure the service provider's performance through Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). While SLAs define the minimum service standards and consequences for underperformance, such as potential financial compensation for the client, KPIs are used to track performance against specific targets. SLAs are regularly monitored to ensure compliance and facilitate corrective actions if required. For further insights on KPIs, viewers are encouraged to check another related video on the channel.
