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In this video tutorial on Service Level Agreements (SLAs), viewers learn about the definition and key features of SLAs, as well as common implementation issues in projects and operations. An SLA is described as a document that outlines the services provided, performance levels, consequences for not meeting those levels, and provisions for dispute resolution and performance monitoring. The video emphasizes the importance of performance metrics in SLAs, noting that both consumers and professionals frequently engage with SLAs, especially in web services. The tutorial aims to clarify the role of SLAs in ensuring service quality and accountability.