# Service Level Agreement

*Last updated: 2026-06-18*

> Reliable delivery performance, documented response times, and clear liability rules are the hallmarks of a well-crafted service level agreement (SLA).

Reliable delivery performance, documented response times, and clear liability rules are the hallmarks of a well-crafted service level agreement (SLA). An SLA defines what services a provider must deliver, under what conditions, by which key performance indicators compliance is assessed, and what remedies apply for non-performance. In freight and transport, it is the primary contractual instrument between shipper and forwarder: it makes expectations measurable, underpins performance reviews, and gives both parties a stable planning basis. The SLA should be distinguished from the operational level agreement (OLA), which captures equivalent commitments between internal teams or sub-service providers.

**Source:** [https://en.wikipedia.org/wiki/Service-level_agreement](https://en.wikipedia.org/wiki/Service-level_agreement)

## Quick Facts

| Property | Value |
|---|---|
| Term | Service Level Agreement |
| Language | EN |
| Word count | 96 |
| Last updated | 2026-06-18 |
| Source | https://en.wikipedia.org/wiki/Service-level_agreement |

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*Logistics Glossary — Freight Academy: [https://www.freight-academy.com/en/glossary/service-level-agreement-2](https://www.freight-academy.com/en/glossary/service-level-agreement-2)*

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