A Service Level Agreement is a contract between a service provider and a customer that outlines the level of services to be provided, the metrics by which those services will be measured, and how the agreement will be managed by both parties. SLAs also include provisions for dispute resolution and for the termination of the agreement. Reference: CompTIA Advanced Security Practitioner (CASP+) Study Guide: Chapter 5: Security Testing, Section 5.7: Service Level Agreements.