A Service Level Agreement (SLA) is a contractual promise about the level of service a provider will deliver, commonly an availability guarantee such as 99.9% uptime. Miss it and the customer is typically owed credits or other remedies.
SLAs are external, customer-facing commitments. Internally, teams track a stricter SLO to give themselves a buffer before the SLA is at risk.
Use our uptime/SLA calculator to see the downtime any SLA percentage allows.
