SL, or Service Level, refers to the agreed-upon performance standards between a service provider and a client. It outlines the expected quality, availability, and responsibilities of the service, ensuring both parties have clear expectations. SLs are commonly used in various industries, including IT, telecommunications, and customer support. In the context of IT services, SLs often specify metrics such as response time, resolution time, and uptime percentages. These metrics help organizations measure the effectiveness of their services and maintain accountability. By establishing SLs, businesses can improve customer satisfaction and streamline their operations.