Which of the following is a key feature of a service level agreement?

A service level agreement (SLA) is primarily designed to define the expected service performance between a service provider and a client. One of the key features of an SLA is that it establishes specific performance metrics and standards, which will help both parties measure whether the service is being delivered as agreed. This can include response times, availability, and quality benchmarks, providing a clear framework for accountability.

Setting these performance metrics is crucial because it not only ensures that the service provider understands what is expected but also supports the client in evaluating service delivery. By defining these standards, both parties can reference the SLA in case of disputes or performance evaluations, ensuring clarity and mutual understanding in their contractual relationship.

While pricing details, legal oversight, and the duration of service provision can all be important aspects of a contract, they do not represent the core purpose of an SLA, which is fundamentally about service performance and quality metrics.