What does an SLA primarily cover?

A Service Level Agreement (SLA) primarily focuses on service delivery expectations between a service provider and a customer. It outlines the specific services the provider agrees to deliver, the standards of service, and the metrics by which service is measured. By establishing clear expectations, SLAs help ensure that both parties understand the level of service that is to be provided, including response times, uptime, and other critical performance indicators. This clarity helps to foster a stronger working relationship and holds the service provider accountable for meeting agreed-upon standards.

While the other choices may play a role in overall service management, they do not encompass the primary purpose of an SLA. Employee performance metrics, budget management, and client feedback mechanisms pertain to different aspects of business operations and do not specifically define the obligations and expectations regarding service delivery in the context of an SLA.