In which document does the service provider outline their performance guarantees?

The Service Level Agreement (SLA) is the document where a service provider outlines their performance guarantees. It is a formal contract between the service provider and the customer that specifies the expected level of service, including metrics such as uptime, response time, and support availability. The SLA not only establishes performance benchmarks but also details the remedies or penalties that may be invoked if the agreed-upon service levels are not met. This makes it a critical component in managing customer expectations and ensuring accountability between parties involved in the service provision.

In contrast, a compliance report often relates to adherence to regulations and standards rather than specific performance metrics. An operational agreement may detail the processes and responsibilities related to ongoing operations but does not typically establish measurable service performance guarantees. A performance review focuses on evaluating how well the service has been executed over a period but is not where initial performance guarantees are established or outlined.