What does an SLA (Service Level Agreement) typically define?

An SLA, or Service Level Agreement, is primarily intended to outline the expected level of service that a provider agrees to deliver to a customer. This includes specific metrics such as uptime guarantees, performance benchmarks, and response times. The SLA serves as a formal document that sets clear expectations for both parties involved in the agreement, ensuring that the customer understands what service levels to anticipate and that the service provider is bound to deliver those commitments.

While other aspects such as penalties for service downtime may indeed be included in some SLAs, this is not the primary purpose of the agreement. Similarly, while the duration of service contracts or the responsibilities of service providers can be relevant components of a larger contract or agreement, they do not encapsulate the essence of what an SLA aims to define—namely, the expected level of service. Overall, the focus of an SLA is centered on articulating the service expectations that will govern the relationship between the provider and the customer.