The main difference between service level agreements and key performance indicators is the audience.

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Service level agreements (SLAs) are primarily focused on the agreement between a service provider and the customer, outlining the level of service that will be provided. Key performance indicators (KPIs), on the other hand, are used to measure the performance and effectiveness of a particular process or activity, typically for internal use by the service provider. Therefore, SLAs are geared towards the customer while KPIs are geared towards the service provider.

The Main Difference Between Service Level Agreements and Key Performance