The acronym "SLA" refers to a Service Level Agreement in service management. An SLA outlines the expected level of service between a service provider and a customer, specifying metrics related to performance, quality, and responsiveness. It serves as a formal contract that defines each party's responsibilities and expectations, ensuring accountability. SLAs are crucial for managing client relationships, providing clarity on service commitments, and guiding performance assessments. They help build trust and enable effective monitoring of service delivery across various industries, including IT and customer support.