SLA
Service Level Agreement
A Service Level Agreement defining the expected level of service between a provider and customer.
Definition
A Service Level Agreement (SLA) is a formal contract between a service provider and customer that defines the expected level of service, including metrics like uptime percentage, response time, and support availability. SLAs establish accountability by specifying consequences (usually service credits) when targets are missed. In cloud computing and SaaS, SLAs are critical for enterprise customers who need guaranteed reliability for their business operations.
Examples
Typical Cloud Provider SLA
A standard SLA structure with uptime tiers and credits.
# Cloud Service SLA
| Monthly Uptime | Service Credit |
|----------------|----------------|
| < 99.9% | 10% credit |
| < 99.0% | 25% credit |
| < 95.0% | 50% credit |
Excluded from SLA:
- Scheduled maintenance (with 72h notice)
- Force majeure events
- Customer-caused outagesSLA Metrics to Track
Key metrics commonly included in SLAs.
const slaMetrics = {
availability: '99.9%', // Uptime percentage
responseTime: '< 200ms p95', // API latency
errorRate: '< 0.1%', // Failed requests
supportResponse: '< 1 hour', // Initial response time
recoveryTime: '< 30 minutes', // Mean time to recover
};Use Cases
Best Practices
- Define metrics clearly and objectively
- Include measurement methodology in the agreement
- Specify exclusions (maintenance windows, etc.)
- Set realistic targets based on actual capabilities
- Review and update SLAs periodically
Common Mistakes
- Setting unrealistic uptime targets (e.g., 100%)
- Vague definitions of metrics and measurement
- No clear process for claiming service credits
- Not tracking SLA compliance proactively
FAQ
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