SLA
An SLA (Service Level Agreement) is a formal commitment between a service provider and a customer that clearly defines the performance standards the service must meet, such as uptime or response speed.
How it works
Quality of service is typically defined with quantifiable metrics (such as '99.9% monthly uptime'), along with remedies for missed targets (such as service credits). For businesses that rely on cloud services or software, an SLA is a key safeguard for ensuring service reliability and clarifying responsibilities.
Examples
- 1.An e-commerce site signs an SLA with its cloud hosting provider to ensure stable access to its website during peak shopping seasons.
- 2.An enterprise software vendor commits, in its SLA, to a ticket response time of no more than 2 hours for its customer support system.
- 3.A user relies on an AI model's API service, whose SLA guarantees API latency and availability to keep the application running smoothly.
