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A Service Level Agreement (SLA) is fundamentally a contract that specifies the expected level of service between a service provider and a customer. It defines measurable performance metrics, such as uptime, response times, and support availability, which both parties agree to uphold. The purpose of an SLA is to establish clear expectations and responsibilities, thereby facilitating better communication and understanding between the provider and the customer.

By setting these clear guidelines, an SLA helps in holding the provider accountable for delivering the promised level of service, while also allowing the customer to understand what to expect in terms of service quality and performance. This is crucial for maintaining a good business relationship, as both parties have a reference point for service obligations.

Other options relate to different aspects of service management or documentation but do not capture the essence of what an SLA is meant to achieve in terms of service provision and customer expectations. Ultimately, an SLA plays a vital role in ensuring that both the service provider and customer share a mutual understanding of what constitutes proper service delivery.