What is a service level agreement (SLA)?
A service level agreement (SLA) is a commitment between a service provider and a customer that defines the expected level of service, such as response times, resolution times and uptime, along with how performance is measured and what happens if targets are missed.
Example support SLA
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 1 hour | 8 hours |
| High | 4 hours | 2 days |
| Normal | 1 business day | 5 days |
Types
Customer SLAs, internal SLAs between teams, and multi-level SLAs by plan.
SLA vs SLO vs SLI
An SLA is the promise; an SLO is the internal target; an SLI is the actual measurement.
