Cloud Computing Beginner

What is SLA (Service Level Agreement)?

A formal agreement between a service provider and customer defining guaranteed levels of service availability and performance.

SLAs specify measurable metrics like uptime percentage (99.9% = "three nines" = 8.76 hours downtime/year), response times, support availability, and remedies for violations (typically service credits).

Related concepts include SLO (Service Level Objective — internal target) and SLI (Service Level Indicator — actual measurement). Understanding SLAs is crucial for architecture decisions — achieving 99.99% requires fundamentally different design than 99.9%.

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