What does a Service Level Agreement (SLA) typically define?

A Service Level Agreement (SLA) is a formal document that outlines the expected level of service between a service provider and a client. One of the primary components of an SLA is the definition of the time frame for incident resolution. This includes specific metrics such as the maximum time allowed to resolve different types of incidents, known as response and resolution times. By clearly defining these time frames, an SLA helps set expectations for both the service provider and the client regarding service delivery, and it establishes accountability for the service provider's performance.

In contrast, the other options relate to different aspects of service management but do not fundamentally define what an SLA typically encompasses. The roles of IT staff may be outlined in other governance documents, budgeting for projects pertains to financial management rather than service level expectations, and training requirements for support staff are related to staff development rather than the service metrics covered in an SLA. This makes the focus on incident resolution the most fitting and defining characteristic of a Service Level Agreement.