SLA
An SLA, or service-level agreement, sets the quality a provider promises, such as availability and response time.
A service-level agreement, or SLA, is an agreement between a service provider and its users on the level of service quality. It usually defines measurable metrics and targets, such as uptime, response time and time to recover from outages, and often specifies remedies when they are not met.
SLAs are common in cloud services, IT operations and customer support. Inside software systems, they are often enforced with timers that detect work not completed within the agreed time and raise alerts or trigger the next action.
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