Service-Level Agreement (SLA)
Definition
An SLA defines agreed service objectives, their measurement, and how to handle deviations.
An agreement between service provider and consumer defining measurable service objectives, measurement methods, responsibilities, and possibly consequences for deviations. An SLA can include multiple SLOs and exclusions.
Simply explained
Provider and customer agree on the expected performance and what happens if it is not met.
Why it matters in practice
The term supports companies in selecting technologies sensibly, anchoring them organizationally, and using them competently.
Example from business
A contract defines monthly availability, support hours, measurement method, and credits.
Limits and pitfalls
- Equating SLA, SLO, and SLI, naming only a marketing value, or leaving measurement source, time window, exclusions, maintenance, and legal consequences unclear.
Origin & history
SLAs became widespread with outsourced IT services and IT service management.
Use in mid-sized companies
- Possible example: A contract defines monthly availability, support hours, measurement method, and credits.
Frequently asked questions
What does a service level agreement regulate?
Measurable service objectives, measurement methods, responsibilities, and possibly consequences for deviations.
What must be clear?
Measurement source, period, exclusions, maintenance, and agreed consequences. Measurement metrics, target values, and binding agreements must be distinguished.
Sources
Source checked on 10.10.2026. Editorial application examples are hypothetical; no evidence of real customer results.
Editorially reviewed on: