// glossary entry
SLA (Service Level Agreement)
Definition: Contractually guaranteed service levels agreed upon between the service provider and the customer. Defines response time, reachability, availability, and escalation levels.
Everyday analogy: Think of the service contract with your heating company. If the system fails in winter, someone will be there within four hours, even on Sundays.
How we use it: Every maintenance contract includes an SLA. Without an SLA, maintenance is merely a statement of intent, not a promise.
// synonyms
- Service Level Agreement
- Service Agreement
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