SLA
A formal agreement that defines the expected level of service between a provider and a customer, including metrics, responsibilities, and remedies for non-compliance.
A Service Level Agreement (SLA) is a contractual document that specifies the expected quality, availability, and responsibilities for a service provided to a customer. SLAs define measurable metrics—such as uptime, response times, and support commitments—and outline remedies or penalties if the service provider fails to meet agreed standards.
SLAs are critical for managing customer relationships, ensuring accountability, and aligning business objectives with service delivery. They are commonly used in cloud, SaaS, and managed service environments to formalize expectations and support compliance requirements.
By adhering to SLAs, organizations can build trust, minimize disputes, and maintain high standards of service in competitive markets.