SLA (Service Level Agreement)
A contract defining the expected level of service between a provider and a customer.
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the expected level of service, including uptime guarantees, response times, and remediation procedures. For software and SaaS products, SLAs typically express uptime as a percentage (e.g., 99.9%) and specify financial penalties — often called service credits — if the provider fails to meet those targets.
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The percentage of time a system or service is fully operational and accessible.
The period when a system, service, or application is unavailable or not functioning correctly.
The average time it takes to recover a system or service after a failure.
The average time it takes to detect a problem or failure in a system.