sla
Definition
An SLA is a written contract between you and a vendor or service provider that spells out exactly what service they promise to deliver, how fast they will deliver it, and what happens if they fall short. Think of it as the rulebook that holds your vendor accountable to specific performance standards rather than vague promises.
Example
If you hire a web hosting company and they promise your website will be online 99.9% of the time, that guarantee lives inside the SLA, along with what credit or refund you get if they miss that target.
Watch Out
Always read the fine print on remedies because many SLAs only offer small service credits rather than meaningful compensation when a vendor fails to meet their promises.
See which terms appear in your contract?
This definition is for informational purposes only and does not constitute legal advice. Please consult with a licensed attorney for legal guidance.