A Service Level Agreement (SLA) is a formal contract specifying the exact level of service a provider must deliver, including uptime percentages, maximum latency, and support response times. Network operators and IT departments rely on these agreements to set expectations and determine financial penalties if the network goes down. A standard high-availability SLA guarantees 99.999 percent uptime.
Heard on the job
If the fiber cut keeps us offline for another hour, the vendor is going to breach their SLA and owe us credits.
Also heard as
- Service Level Agreement