Define the term "Service Level Agreement" (SLA).

The term "Service Level Agreement" (SLA) refers to a contract that clearly outlines the expected level of service between a service provider and a client. This agreement establishes specific metrics for service performance, ensuring that both parties have a mutual understanding and expectation of the service being provided. It typically includes details such as response times, resolution times, and the behaviors expected from the parties involved.

SLAs serve as a critical tool for managing relationships and expectations, setting the foundation for service delivery. They help ensure accountability and provide clear criteria against which the service provider’s performance can be measured, fostering trust and communication between the service provider and the client.

In contrast, other options describe unrelated documents or agreements. Guidelines for employee performance focus on internal operations rather than client-provider relationships, documents detailing software development processes do not pertain to service levels, and a report on service provider profits is primarily financial and does not address service expectations or deliverables. Thus, the definition of SLA as a contract that outlines expected service levels is accurate and encompasses its essential purpose in service management.