The importance of a well-defined Service-Level Agreement (SLA) for software testing cannot be overstated. An SLA serves as a written contract between the quality team and development team to ensure everyone understands the engagement, service of work, and expectations from the provider. It helps establish a mutual understanding of services, areas prioritized, responsibilities, guarantees, and warranties provided by the service provider. A clear SLA emphasizes quality across the entire software development lifecycle, providing peace of mind and reducing risk. By defining quality metrics and target measurable results, an SLA enhances communication and relationship between customer and QA team, enabling them to decide where to focus time and resources. The SLA also helps in identifying areas for improvement, such as reducing testing technical debt, automating the right things, and speeding up testing in the CI pipeline. A well-crafted SLA can save time and money for both provider and customer, supporting good communication and relationships between the two parties.