SLA (Service Level Agreement)

A Service Level Agreement (SLA) is a contractual commitment to a level of service, most commonly a guaranteed uptime percentage, with consequences if it is missed.

An SLA turns reliability into a promise: for example, "99.9% uptime per month, or service credits apply". It is the customer-facing contract, backed internally by SLOs (targets) and SLIs (measurements).

Agencies and SaaS providers use SLAs to differentiate and to set clear expectations. Meeting them requires accurate uptime monitoring, excluded maintenance windows, and transparent reporting.

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Related terms

SLO (Service Level Objective)A Service Level Objective (SLO) is an internal target for a reliability metric, for example "99.95% of requests succeed", that a team commits to.SLI (Service Level Indicator)A Service Level Indicator (SLI) is the actual measured value of a reliability metric: the number you compare against your SLO and SLA.UptimeUptime is the percentage of time a service is available and responding correctly over a given period.Error BudgetAn error budget is the amount of unreliability you are allowed before breaching your SLO, the gap between your target and 100%.

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