Acronym for Service Level Agreement—contractual service commitments and targets.
SLA stands for Service Level Agreement. See 'Service Level Agreement' for the full definition. SLAs should be reviewed regularly and updated as business needs change.
Why It Matters
The DSC Perspective:
SLAs are your service guarantee. Understand the difference between response time (acknowledgement) and resolution time (fix). A 15-minute response SLA means nothing if resolution takes days.