Service Level Agreement
A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that defines the expected level of service, including metrics like uptime, response time, and resolution time. It specifies measurable performance standards and consequences for failing to meet them, ensuring accountability and setting clear expectations. SLAs are commonly used in IT services, cloud computing, and software-as-a-service (SaaS) to govern reliability and quality.
Developers should learn about SLAs to design and maintain systems that meet contractual obligations, especially when building or operating cloud-based applications, APIs, or infrastructure services. Understanding SLAs helps in making informed decisions about architecture, monitoring, and incident management to avoid penalties and ensure customer satisfaction. It is crucial for roles in DevOps, site reliability engineering (SRE), and backend development where service reliability is a key concern.