Which of these best describes the purpose of a Service-Level Agreement (SLA)?

The primary function of a Service-Level Agreement (SLA) is indeed to establish expectations regarding the level of service a provider must deliver. This includes metrics related to service availability, response times, and performance benchmarks. The SLA also sets forth the consequences or penalties that may be imposed if these service levels are not met. This ensures that both parties—the provider and the customer—have a clear understanding of acceptable service performance and the repercussions if the agreed-upon standards are not met. By defining penalties for service failures, the SLA serves as a critical tool in managing service quality and accountability, promoting trust and reliability in the provider-customer relationship.

While other choices mention aspects related to governance, employee roles, and technology enhancements, these do not fit the core definition and purpose of an SLA, which centers around service delivery guarantees and accountability.