Source: https://uptimeify.io/resources/platform-and-support/glossary/sla

# 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](/resources/platform-and-support/glossary/slo) (targets) and [SLIs](/resources/platform-and-support/glossary/sli) (measurements).

Agencies and SaaS providers use SLAs to differentiate and to set clear expectations. Meeting them requires accurate uptime monitoring, excluded [maintenance windows](/resources/platform-and-support/glossary/maintenance-window), and transparent reporting.