The purpose of a service level agreement (SLA) is to establish mutually agreed-upon expectations and responsibilities between service providers and clients. SLAs outline the quality, availability, and responsibilities regarding the delivery of services, including metrics for performance measurement like uptime and response times. This ensures transparency and accountability, helping to prevent misunderstandings. An SLA also serves as a contractual reference point, detailing remedies and processes to follow in case of service failures or disputes. Establishing clear SLAs can improve customer satisfaction and help businesses manage their service delivery effectively.