The purpose of a service level agreement (SLA) in IT services is to define the expected level of service between a service provider and its clients. SLAs outline service delivery metrics, including uptime guarantees, response times, and support availability, ensuring that both parties have clear expectations regarding service performance. By formalizing these aspects, SLAs help build trust and accountability, providing a framework for measuring service quality and resolving disputes. Adherence to SLAs is essential for maintaining client satisfaction and optimizing organizational operations.