Service levels refer to the agreed-upon standards of service that a provider commits to deliver to a customer. These standards can include aspects such as response time, availability, and quality of service. Service levels are often outlined in a Service Level Agreement (SLA), which serves as a formal contract between the service provider and the client. Monitoring service levels helps ensure that the provider meets the expectations set in the SLA. If service levels are not met, it can lead to penalties or corrective actions. This process is essential for maintaining customer satisfaction and trust in the service provider.