SLA
Service Level Agreement
A formal agreement defining service commitments and consequences when they are missed.
Plain English
A promise to a customer about service level.
In context
An SLA usually describes measurable commitments such as availability and may include credits or contractual remedies.
Example
“The enterprise SLA commits us to monthly availability.”
When you'll hear this
- contracts
- vendor review
- reliability planning
Common misunderstanding
An SLA is an external commitment and is not the same as an internal target.
Also known as
service level agreement
Commonly used by
Related terms
Often compared with
Updated: 2026-08-25
