A Service Level Agreement (SLA) is a contractual commitment between a service provider and a customer, outlining the expected level of service, response times, and performance metrics. SLAs ensure accountability and set clear expectations, helping businesses maintain customer trust. CRM platforms help track SLA compliance by automating ticket prioritization, monitoring response times, and generating reports. For instance, a customer support SLA might guarantee a first response within 24 hours and issue resolution within 72 hours. SLAs are crucial for maintaining customer satisfaction and meeting regulatory requirements in IT, healthcare, and finance industries. Organizations use SLAs to define service quality, reduce churn, and enhance operational efficiency.