DevOps & CloudIntermediate
SLA (Service Level Agreement)
Pronunciationes-el-AY
Definition
A promise to the customer about service quality, such as "99.9% uptime" or "reply to urgent issues within 4 hours".
Where you hear it
Contracts, support plans, and cloud providers.
Examples
Our SLA guarantees 99.9% uptime.
We missed the SLA, so the client gets a refund.
Common mistake
Promising a number you cannot measure. Always agree how the number will be tracked.