{"@context":"https://schema.org","@type":"DefinedTerm","name":"Service Level Agreement","description":"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 ","inDefinedTermSet":{"@type":"DefinedTermSet","name":"Frachtportal Logistics Glossary","url":"https://www.freight-academy.com/en/glossary"},"url":"https://www.freight-academy.com/en/glossary/service-level-agreement-2","inLanguage":"en","dateModified":"2026-06-18T21:06:39.236856","citation":"https://en.wikipedia.org/wiki/Service-level_agreement","markdownMirror":"https://www.freight-academy.com/api/md/glossary/en/service-level-agreement-2","provider":{"@type":"Organization","name":"Frachtportal","url":"https://www.freight-academy.com"},"quickSummary":"Service Level Agreement · Reliable delivery performance, documented response times, and clear liability rules are the hallmarks of a well-crafted service level agreement (SLA). · Quelle: https://en.wikipedia.org/wiki/Service-level_agreement"}