Service-Level Agreement (SLA)

A Service-Level Agreement (SLA) is a formal contract between a SaaS provider and a customer that defines the expected level of service, including uptime guarantees, response times, and performance standards. SLAs set clear expectations and outline remedies or penalties if the service does not meet the agreed-upon levels.

SLAs are critical for building trust and accountability. They protect both parties by specifying responsibilities, support protocols, and procedures for resolving issues, ensuring a transparent relationship.