What is a Service Level Agreement (SLA)?

A Service Level Agreement (SLA) is fundamentally a contract that delineates the expectations regarding service performance between a service provider and a customer. It focuses on measurable aspects such as availability, response times, and responsibilities, ensuring that both parties have a clear understanding of the level of service expected. This agreement is crucial in managing relationships and expectations, providing a framework for accountability and setting standards for service quality.

In the context of cloud deployment and operations, an SLA serves as a vital reference point for both parties, guiding decisions on service reliability and performance metrics. Thus, the inclusion of specifications on uptime, performance thresholds, and levels of support reinforces the importance of the SLA in maintaining an effective partnership between the provider and the customer.