A service level agreement (SLA) is a document that defines the level of service expected by a customer from a service provider, indicating the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-upon levels not be achieved. An SLA can specify the minimum uptime or availability of a service, such as 99.99%, and the consequences for failing to meet that standard. A memorandum of agreement (MOA), a statement of work (SOW), and a memorandum of understanding (MOU) are other types of documents that can be used to establish a relationship between parties, but they do not typically include the details of service levels and performance metrics that an SLA does. References: CompTIA Security+ Study Guide: Exam SY0-701, 9th Edition, page 16-17