An SLA is a contract between a service provider and a client that defines expected service levels (like uptime, response time, and resolution time).
Why it matters:
- Sets clear expectations and accountability.
- Protects both clients (ensures they get what they pay for) and providers (defines realistic limits).
- Often tied to financial penalties if standards aren’t met.
Pro tip: Always read the fine print — “uptime” guarantees may exclude scheduled maintenance or outages beyond the provider’s control.
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