What document typically defines the agreement between a service provider and a customer?

The Service Level Agreement (SLA) is the document that specifically outlines the terms of the agreement between a service provider and a customer. It defines the expected level of service by stating key performance indicators such as availability, performance, and response times. The SLA serves to set mutual expectations and provides a basis for accountability, ensuring that both the service provider and the customer understand their responsibilities and the quality of service to be delivered. This understanding is crucial for maintaining positive relationships and ensuring that service delivery aligns with customer needs.

In contrast, an Operational Level Agreement (OLA) focuses on the internal relationships and agreements between different teams and internal service providers to support the SLA. The Service Portfolio encompasses a comprehensive catalog of all services that a provider offers but does not specifically define agreements with customers. A Change Log is a record of changes made within an organization, which is not directly related to service agreements. Therefore, the SLA is the most relevant document in establishing the formal understanding between a service provider and a customer.