Service Level Agreement
Short definition
A formal contract between a service provider and the customer that defines the guaranteed performance level (e.g., 99.9% uptime) and compensation if violated.
Extended definition
An SLA specifies: uptime, response time, resolution time, and compensation. For example, a 99.9% SLA allows at most 8.7 hours of downtime per year. AWS and Azure offer SLAs with automatic financial credits if violated.
Read the full guide
This short definition is the quick answer. For the deep dive with code examples, real case studies, and step-by-step implementation, see the full guide.
Cloud Service SLAsExample & use case
Ortech ERP SaaS offers an SLA of 99.5% uptime, sub-2-second response, and a 10% credit if violated.
Need a custom solution?
Our engineering team can help you apply these concepts to your own product or business.
Talk to us