Service Level Agreement (SLA)

An SLA is a software service agreement that covers the expectations of quality, availability, and responsibilities between the service and the user.

The SLA often contains data rates, throughput, jitter, or other measurable attributes of service, as well as the party responsible for reporting quality or service failures.

It will also contain a definition for mean time between failures (MTBF), mean time to repair, or mean time to recovery (MTTR).

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