What is the agreement called that details services to be provided between an IT organization and a customer?

The term that describes an agreement detailing the services to be provided between an IT organization and a customer is known as a Service Level Agreement (SLA). An SLA serves as a formal commitment that outlines the expected level of service, including specific metrics for performance, quality, responsibilities, and the consequences of failing to meet those standards. This helps ensure both parties have a clear understanding and aligns expectations regarding service delivery.

In the context of IT services, SLAs are crucial for defining critical factors such as response times, uptime guarantees, and customer support availability. They can help in measuring performance and can serve as a contractually enforceable document that holds the service provider accountable for the quality of service they deliver.

The other options, such as a Tech Support Contract or a Consulting Agreement, do not encompass the specific metrics and formal obligations characteristic of an SLA. While these may define terms of service or scope of work, they often lack the structured, performance-based measures that are foundational to an SLA. A Service Specification Agreement does echo some components of an SLA, but typically focuses more on outlining the specific services themselves rather than the service performance standards and metrics that are central to an SLA.