Main Purpose of Service Level Agreement

Service Level Agreements (SLAs) are essential documents that establish the terms and expectations between a service provider and their customers. The main purpose of an SLA is to ensure that both parties are on the same page regarding the level of service that will be provided, as well as the consequences if the service level is not met. In this article, we will dive deeper into the main purpose of service level agreements.

Establishing Clear Expectations

One of the primary purposes of an SLA is to provide clear expectations for both parties. The document should clearly outline what services are expected to be provided, the level of quality, and any other relevant details. This helps to prevent misunderstandings and disagreements between the service provider and the customer. Additionally, a well-written SLA can help to improve communication and provide a framework for addressing any issues that may arise.

Setting Performance Metrics

Another main purpose of an SLA is to set performance metrics that dictate the level of service that will be provided. These metrics are used to measure the quality and effectiveness of the services, and are often tied to specific objectives. For example, a software company may establish an SLA that requires a 99% uptime guarantee for their platform. This sets a tangible goal for the service provider to work toward, while also providing a clear expectation for the customer.

Defining Consequences

Another key purpose of an SLA is to define the consequences if the service level is not met. These consequences may include financial penalties, reduced fees, or even termination of the agreement. By clearly outlining the consequences for failing to meet the SLA requirements, both parties are incentivized to work towards meeting the established metrics.

Improving Customer Satisfaction

Ultimately, the main purpose of an SLA is to improve customer satisfaction. By establishing clear expectations, setting performance metrics, and defining consequences, an SLA helps to ensure that the service provider is delivering on the promises made to the customer. This results in a higher level of confidence and trust in the service provider, leading to improved satisfaction and loyalty from the customer.


In conclusion, a service level agreement is an essential document that serves multiple purposes. It establishes clear expectations, sets performance metrics, defines consequences, and ultimately improves customer satisfaction. As a professional, it`s important to understand the main purpose of an SLA and to ensure that it`s written in a clear and concise manner. By doing so, you can help to ensure that the document effectively communicates the expectations and requirements of both parties, leading to a successful partnership between the service provider and their customers.