What is a Service Level Agreement (SLA), and what are its types?

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A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected.

SLAs specify the agreed upon level of service, such as response time, uptime, and resolution time.
There are different types of SLAs, including customer-based SLAs, service-based SLAs, and multi-level SLAs.
Customer-based SLAs are tailored to individual customers and their specific needs.
Service-based SLAs are standardized across all customers for a particular service.
Multi-level SLAs may have different levels of service for different customers or services.

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