Define the term "service-level agreement" (SLA).

The term "service-level agreement" (SLA) refers to a contract that defines the expected level of service between a service provider and a customer. This agreement specifies the criteria for measuring the quality of service, including aspects such as availability, performance, and responsiveness. SLAs are crucial in establishing clear expectations and responsibilities, thereby helping to ensure that both parties have a mutual understanding of their obligations.

In the context of businesses, an SLA helps to formalize the service provision terms, which can include metrics for service performance, the process for managing service failures, and the recourse available to the customer should the agreed service levels not be met. This clarity enhances customer satisfaction and accountability while also providing benchmarks for the service provider.

The other choices relate to different contexts and do not capture the essence of what an SLA is. Employee benefits, project management guidelines, and project cost reports serve different purposes and do not entail the specifics of service delivery expectations as outlined in an SLA.