What is Service level agreement (SLA)?
A service level agreement is a written commitment that defines the level of service a provider will deliver, such as response times, resolution times and uptime. It also says what happens if targets are missed.
Why it matters for your business
An SLA sets clear expectations for support and maintenance, so both sides know how quickly urgent issues will be handled.
A support plan promises a response to critical outages within one hour, around the clock, and to minor issues within one business day.