Service Level Agreement (SLA) - AI-Generated Insights | Glossary by Pensero








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# Service Level Agreement (SLA)

Contractual commitment to customers (e.g. 99.95% availability)

Contractual commitment to customers on uptime, response time, or support. Usually stricter than SLO (e.g., 99.95%). Breaches may trigger penalties or refunds.

Related terms

Contractual uptime

[‹ Service Level Objective (SLO)](./service-level-objective-(slo))

[Time to Restore Service ›](./time-to-restore-service)

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