Service Level Agreement (SLA) 4 : An agreement between a service provider and a customer defining the scope, quality and timeliness of service delivery
Business Continuity Institute, Lyndon Bird (FBCI), Dictionary of Business Continuity Management Terms (Version 2), Caversham, UK 2011. http://www.thebci.org/glossary.pdf, (BzCntMgt - Brit) {18}