SLA

Definition

A Service Level Agreement (SLA) is a formal contract between a service provider and a client that defines the level of service expected from the provider. It includes specific metrics such as uptime, response time, and resolution time, along with penalties for failing to meet these standards. SLAs are crucial for setting clear expectations and responsibilities, ensuring both parties understand the service quality and performance metrics.

Secure Settings Example

# Example SLA configuration in a cloud service provider's policy
sla:
  availability: "99.9%"
  response_time: "1 hour"
  resolution_time: "24 hours"
  security_compliance:
    - "ISO 27001"
    - "SOC 2"
  penalties:
    - type: "credit"
      amount: "10% of monthly fee"

Insecure Settings Example

# Example of a poorly defined SLA
sla:
  availability: "high"
  response_time: "fast"
  resolution_time: "soon"
  security_compliance: []
  penalties: []