SLA
Service Level Agreement — measurable commitments for performance, uptime, and incident response.
An SLA sets measurable, contractual commitments for a service — uptime, performance, and crucially for security, incident-response and breach-notification times. Common metrics include uptime percentage, MTTR, and notification windows. An SLA without penalties for missing it is merely aspirational; tying it to financial remedies (service credits) is what makes it enforceable leverage over a vendor.
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