← Glossary
SLA (Service-Level Agreement)
A defined commitment on response time, uptime, or support quality between a vendor and client.
An SLA sets explicit, measurable expectations — how fast a critical bug gets addressed, what uptime is guaranteed — rather than leaving support quality implicit. Worth asking about explicitly before signing any ongoing engagement, since 'we're responsive' isn't a commitment until it's written down with a number attached.
Related terms
Where this shows up in practice
Have a project in mind?
Tell us what you're trying to automate or build — we'll reply with next steps, not a sales pitch.