Service Level Agreement (SLA)

A Service Level Agreement, or SLA, defines binding performance characteristics and quality requirements for the delivery of a service. In IT environments, these can include guaranteed availability, response and recovery times, support hours, escalation procedures and maintenance windows. Agreed service levels are typically monitored and documented using measurable performance indicators. SLAs are commonly used for cloud services, hosting, network services, IT support, and service and maintenance contracts. They provide a clear framework defining which services a provider must deliver within specified timeframes and conditions. Agreements can also include responsibilities, exclusions and potential consequences if defined service levels are not achieved. An SLA therefore supports transparent management and evaluation of business-critical IT services.