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- A service level agreement (SLA) is a contract between a service provider and a customer that specifies the quality and availability of the service. One of the common SLA metrics is uptime, which is the amount of time that services are working properly and available for use1. Uptime is usually given as a percentage over a period of time, such as 99.5% per 30 days1. Uptime is also an example of a service level objective (SLO), which is a goal that the service provider aims to achieve2. The service level indicator (SLI) is the actual measurement of the uptime2.Learn more:✕This summary was generated using AI based on multiple online sources. To view the original source information, use the "Learn more" links.Common SLA metrics include: This is the amount of time that services are working properly and available for use. This is usually given as a percentage over a period of time, say, 99.5% per 30 days. (3.6 hours of downtime). Uptime requirements will vary by business type, and the SLA will reflect that.www.ibm.com/topics/service-level-agreementAn SLI (service level indicator) measures compliance with an SLO (service level objective). So, for example, if your SLA specifies that your systems will be available 99.95% of the time, your SLO is likely 99.95% uptime and your SLI is the actual measurement of your uptime.www.atlassian.com/incident-management/kpis/sla-…
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Service-level agreements (SLAs) — a complete guide
The service-level agreement guarantees service credits if specific uptime percentages are not met. For example, customers can receive a service credit worth 5% of their monthly fees if their covered Adobe service has an uptime of less than 99.9% but more than 99.5%. See more
A service-level agreement (SLA) specifies the degree of service a customer can expect from a supplier or vendor.An SLA details the service expected of the vendor, the metrics the deliverables will be measured by, and penalties that will be implemented should … See more
Every organization’s SLA will look a little different, but there are some basics to understand before you get started. See more
Many expectations and metrics defined in an SLA seem obvious at first, but documenting them for reference ensures each party has the same understanding of the agreement. If … See more
There are three basic types of service-level agreements. They have similar goals but each serves different relationships and covers unique nuances. See more
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WEBService Level Agreement. Uptime guarantees 99.99% system uptime. Specifically, Uptime warrants that Cloud Services will be Available to Client 99.99% of the time as calculated …
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