Service Level Agreement (SLA)
Quick answer
The contractual performance standards a supplier commits to — call-answer times, ticketing accuracy, after-hours response, reporting deadlines — usually with financial consequences if they're missed.
Our full guide to Service Level Agreement is on its way. In the meantime, explore the related terms below or browse the full corporate travel glossary.
You might like
A specialist agency that books and manages corporate travel on a company's behalf — handles bookings, after-hours support, supplier deals, reporting and duty of care.
The self-service booking website travellers use to book flights, hotels, cars and rail inside policy — usually integrated with the TMC, the expense tool and the approval workflow.
The combined spend category covering pre-trip bookings (air, hotel, car, rail) and post-trip expenses (meals, taxis, incidentals reclaimed via expense report).
The booking record an airline or GDS holds for a trip — traveller name, flight segments, ticket numbers, contact details and special requests — and the source of truth the airline operates against.
Featured course
Mini-MBA: Corporate Travel
Put Service Level Agreement into commercial practice — with case studies, frameworks and real-world examples from the Mini-MBA: Corporate Travel.
Explore the Mini-MBA →