The term "service level" generally refers to the agreed quality and performance of a service offering or service. It serves as an assessment measure of how well a service meets the needs and expectations of users or customers.
The service level is often defined in the form of Service Level Agreements (SLAs), which are contractual agreements between service providers and customers. Service levels can cover various aspects, e.g. response times, availability, performance levels, escalation procedures or troubleshooting times.