En servicenivåavtale er en avtale mellom et servicefirma og en servicekunde . I en servicenivåavtale godtar kunden en minimum svartid basert på når servicefirmaet registrerer saken , og når saken er løst .

A service level agreement ( SLA ) is an agreement between a service company and a service customer . In a SLA , the customer agrees to a minimum response time based on when the service company records the issue and when the issue is resolved .
