It is an agreement between a provider and a user that defines the service to expect from the provider as a measurement of performance. A SLA can relate to numerous performance indicators. For example a provider can state a 99.99% up time and may commit to this as their SLA. In this case it is a guarantee that they will deliver that level of up time. You may also want to look at their SLA for response time on support query. This measurement is often given as time in form of hours (eg 24 hours). This means that they commit to respond to your query within 24 hours.
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