SLA
Business & Finance abbreviation · Management & Strategy
| Stands for | Service-level agreement |
|---|---|
| Categories | Business & Finance |
SLA stands for Service-level agreement, a management & strategy abbreviation also used in technology and law.
Contract or contract section that defines the measurable level of service a provider commits to, such as 99.9 percent uptime, a four-hour response time or a two-day turnaround, along with remedies if targets are missed. SLAs are standard in IT, cloud computing, outsourcing and internal shared services.
Example: Under the SLA, priority-one incidents must be acknowledged within 15 minutes, 24 hours a day.
Usage notes
Remedies are often service credits, a percentage refund of monthly fees, rather than damages. An uptime commitment of 99.9 percent allows about 43 minutes of downtime in a 30-day month. Internal agreements between departments that support an SLA are sometimes called OLAs (operational-level agreements).
Related abbreviations
More management & strategy abbreviations
- RFI – Request for information
- RFP – Request for proposal
- RFQ – Request for quotation
- RFT – Request for tender
- SAM – Serviceable addressable market
- SBU – Strategic business unit
- SLT – Senior leadership team
- SMART – Specific, measurable, achievable, relevant, time-bound
- SMB – Small and midsize business
- SME – Small and medium-sized enterprise
- SOM – Serviceable obtainable market
- SOP – Standard operating procedure