Which document defines minimum performance standards between a service provider and customers?

The Service Level Agreement (SLA) is the document that explicitly outlines the minimum performance standards that a service provider commits to achieve for their customers. This agreement typically includes specific metrics related to the quality of service, response times, and responsibilities of both parties. By clearly defining these standards, an SLA helps ensure that there is mutual understanding and accountability, which is crucial in maintaining a good business relationship and setting expectations.

The importance of the SLA lies in its role in providing recourse for customers if the agreed-upon service levels are not met, ensuring that they have a formal document to refer to if disputes arise. This fosters transparency and reliability within the service delivery process, making it a foundational element in service management and customer satisfaction.