Ways of working
SLA
Service level agreement: a promise, usually in a contract, about how a service will perform (uptime, response times, fix times) and what the customer gets back if it doesn't.
You'll hear it as
The enterprise contract has a 99.9 per cent uptime SLA, with service credits if we miss it.
Why it matters to you.
99.9 per cent uptime allows about 43 minutes of downtime a month. Make sure whoever signs the SLA has asked whoever runs the system. Engineers usually track SLOs, the internal targets. The SLA is the contractual promise with money attached.
Related terms.
Videos.
No video mentions SLA by name yet. These are on the same topic, Business & startups.