Service level agreements, or SLAs, define the level of service expected by a customer from a Supplier, laying out the metrics by which that service is measured, and the remedies, if any, should the agreed-on service levels not be achieved.
SLAs provide a modular, easy-to-use methodology for measuring and evaluating performance under the contract. A strong SLA serves as a vehicle for routine monitoring and reporting on outlined performance measures, and provides performance data which can be leveraged to collect remedies or enact enforcement provisions should the Supplier fail to meet the SLAs.
More information on how to create SLAs can be found at the following link: Service Level Agreement (SLA) Tool.
See Chapter 21 for more information on SLAs and performance based contracting.