Glossary: Business Risk, Third Parties and Compliance
Service-level agreement (SLA)
Also written: SLA, SLAs
A contract, or part of one, that sets measurable service levels (uptime, patch times, breach notice) and the remedies when they are missed. Ridgeline's SLA with Kettle & Crane is an example.
Where the book teaches it
Related terms
Service-level objective (SLO)Service-level indicator (SLI)Service creditUptimeService-level monitoring