Explanation
A service level agreement (SLA) is a type of agreement that defines the expectations and responsibilities between a service provider and a customer. It usually includes the quality, availability, and performance metrics of the service, as well as the time frame in which the provider needs to respond to service requests, incidents, or complaints. An SLA can help ensure that the customer receives the desired level of service and that the provider is accountable for meeting the agreed-upon standards.
References:
Security+ (Plus) Certification | CompTIA IT Certifications, under "About the exam", bullet point 3:
"Operate with an awareness of applicable regulations and policies, including principles of governance, risk, and compliance." CompTIA Security+ Certification Kit: Exam SY0-701, 7th Edition, Chapter 1, page 14: "Service Level Agreements (SLAs) are contracts between a service provider and a customer that specify the level of service expected from the service provider."