Which type of service agreement typically includes performance metrics and emphasizes a partnership with the vendor?

The Service Level Agreement (SLA) is designed to clearly define the expectations, responsibilities, and performance metrics between a service provider and its customers. One of the key aspects of an SLA is its focus on measurable outcomes, such as uptime, response times, and other performance indicators, which helps ensure accountability.

Moreover, an SLA promotes a partnership approach with the vendor by encouraging cooperation in achieving the defined performance levels. Both parties have a vested interest in meeting the metrics laid out in the agreement, which fosters collaboration and aligns interests for the overall success of the service.

In contrast, a Master Service Agreement (MSA) provides a framework for the overall relationship and terms between two parties but is less focused on specific performance metrics. An Operational Level Agreement (OLA) is internal to an organization and relates to the internal services that support an SLA. An Interconnection Security Agreement (ISA) addresses security requirements for different systems, but it does not focus on performance metrics or partnership characteristics.

Therefore, the nature of the SLA makes it the most relevant choice for highlighting a structured approach to performance measurement while reinforcing a collaborative vendor relationship.