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Whatâs a SLA: Service Level Agreement A Service Level Agreement (âSLAâ) is a very important component of a relationship between a service provider (your business) and a client (your customer). An SLA is a contractual agreement between the business and the client where the services that will be provided are defined and described, and where remedies if a business cannot meet these requirements are set forth.
SERVICE LEVEL AGREEMENT. When we use the term âService Level Agreementâ or âSLAâ anywhere in this Agreement, we are referring to the service level agreement set forth in this Section 13. We will use commercially reasonable efforts to make the Cloud Services available 99.95% of the Service Year.