What is defined as a "service-level agreement" (SLA)?

A "service-level agreement" (SLA) is fundamentally a document that outlines the expected level of service from a provider. This document serves as a formal agreement detailing the specific services to be provided, including performance metrics, responsibilities, response times, and availability. By clearly stating these expectations, an SLA helps to ensure that both the service provider and the customer have a mutual understanding of the standards that must be met during the service period.

This clarity is essential for managing relationships and accountability, as it allows both parties to measure and evaluate service performance objectively. It also establishes a framework for addressing any service-related issues or disputes that may arise over time.

While it is true that an SLA may include penalties for failing to meet service levels, its primary function is to define the expected service levels themselves, making option B the most accurate description.