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 measurable metrics like uptime, response time, and resolution time. It specifies performance standards, responsibilities, and remedies (such as penalties or credits) if the agreed-upon levels are not met. SLAs are commonly used in IT, cloud computing, and managed services to ensure reliability and accountability.
Developers should learn about SLAs to design and maintain systems that meet contractual obligations, especially when building or integrating with cloud services, APIs, or enterprise software where downtime or poor performance can impact business operations. Understanding SLAs helps in making informed decisions about infrastructure, monitoring, and disaster recovery plans to avoid financial penalties and maintain customer trust.