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service level agreement
gen.	συμφωνία επιπέδου εξυπηρέτησης; συμφωνία επιπέδου υπηρεσιών
English thesaurus
service level agreement
IT	An agreement, preferably documented, between a service provider and the customers/users that defines minimum performance targets for a service and how they will be measured
Service Level Agreement
abbr., IT	SLA