A service level agreement (SLA) is a formal contract that defines the standards, responsibilities, and performance expectations between two parties, most commonly between a vendor and a client, or between internal teams such as marketing and sales.
In vendor–client relationships, SLAs set measurable targets for deliverables such as response times, data accuracy, or lead volumes. They establish accountability, protect service quality, and provide a clear framework for resolving issues if standards aren’t met.
Within organisations, SLAs align departments by defining how leads are managed and tracked through the funnel. In both cases, consistent adherence builds trust, transparency, and confidence in long-term collaboration.
