Acronyms Dictionary
SLA
Definition
Service Level Agreement. A commitment between a service provider and a client.
Deep Dive
An SLA is a formal contract that defines exactly what a customer can expect from a service provider. This usually includes metrics like "uptime" (e.g., 99.9%), response times for support, and penalties if the provider fails to meet those standards.
Examples & Use Cases
- 1A cloud hosting provider guaranteeing a "99.99% Uptime SLA"
- 2A support team having an SLA to respond to all high-priority tickets within 4 hours
- 3Receiving a service credit because the provider breached their monthly SLA
Related Terms
UptimeSupportContract