Glossary · Business & commercial
SLA
Also said as
service level agreementservice-level agreement
An SLA — service level agreement — is a contractual promise about uptime and support: if the vendor misses it, you're owed compensation, not an apology.
Why it matters to your business
For anything your business depends on — a phone line answering customers, an agent running payroll — an SLA is the difference between 'best effort' and 'on the hook.'
The catch · what vendors don't say
No SLA doesn't mean bad service — one open-source listing offers Discord community and goodwill instead — but it does mean zero recourse when things break at the worst time.
