SLA (Service Level Agreement)
Formal agreement on service level: guaranteed uptime, incident response times, etc.
An SLA (Service Level Agreement) is a formal agreement between provider and client on service level: guaranteed availability (typically 99.9% or 99.99%), maximum response times to incidents by severity, and consequences for non-compliance. In production systems it's essential: without an SLA, there's no objective way to evaluate if support is meeting standards. Spiralway delivers clear SLAs in its support plans, with monthly reports showing compliance.