SLA being Service Level Agreement(s)--the acronym is used in Spanish texts as well:

Acuerdo de Nivel de Servicio (SLA), es el mantenimiento de la disponibilidad de un determinado servicio basado en un compromiso, medible y demostrable, del nivel de cumplimiento en su ejecución.
http://www.comparex.es/es/es/services/gestion_de_infraestruc...

Verio makes commitments to its customers in the form of Service Level Agreements (SLA) that provide certain rights and remedies regarding the availability and performance of Verio's network.
http://www.verio.com/company/policies/sla/index.cfm


Hope it helps. :-)


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Note added at 2003-01-20 11:08:46 (GMT)
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Here\'s an example using both verbs:

Most support operations now have systems in place to measure compliance with SLAs, but is this enough? The customer should always be at the centre of any support operation and you could argue that SLAs only go part way to truly measuring the performance of the help desk. Help desk staff may believe that, because they are fulfilling SLAs, they are meeting customers’ expectations, but how good are they at communicating those SLAs? And even if customers are aware that the help desk is delivering on its commitments, they may well be unhappy with the way their calls are handled.

http://www.touchpaper.com/touchpaper/item_details.cfm?ItemId...