SLA (Service Level Agreement)
マネジメント系SLA（サービスレベルアグリーメント）
A formal contract between an IT service provider and a customer that defines the expected level of service, including metrics such as availability (uptime), response time, and support hours. SLA compliance is monitored through SLM (Service Level Management). SLA is a core concept in the IT service management (ITSM) section of IPA exams.