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SLA (Service Level Agreement)
A formal contract between a service provider and a customer that defines the expected level of service, such as uptime percentage.
A Service Level Agreement (SLA) is a critical document that sets the expectations for service reliability and performance.
Common SLA Metrics
- Uptime: Often expressed as "nines" (e.g., 99.9% uptime).
- Response Time: The maximum acceptable latency for API requests.
- Support Response: How quickly the provider must acknowledge a ticket.
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