Node A6 · Acronym decoder
SLA
Service-Level Agreement
What it actually means
The agreement defining measurable service performance — availability, response time, restoration time — and what happens when it isn't met. In performance-based support contracts, SLAs (and their military cousin, performance-based logistics metrics) replace prescribing how support is done with holding to outcomes.
Where you'll meet it
Support and services contracting, IT services, and performance-based logistics.