What is a service level agreement (SLA)?
An SLA is a contract that promises how fast a vendor will fix problems and how their service will work. It says they'll respond in 1 hour and keep service running 99.9% of the time.
Service Level Agreement is a promise. It says: if we break, we'll fix it by this time; if we go down, we'll pay you for losses. It's a guarantee that protects your business.
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