Operations

SLA

Service Level Agreement

A formal commitment to service performance — typically uptime, response time, or resolution time.

Definition

What it actually means.

Common SLAs: 99.9% uptime (~43 minutes downtime/month), 99.95% (22 minutes), 99.99% (4 minutes). SLA breaches typically trigger credits. Sets expectations between provider and customer.

Related terms

SLO
Incident

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