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Cloud Computing · Foundational

Service Level Agreement (SLA)

Contractual commitment from a provider defining service availability or performance targets and remedies if they are missed.

Definition

A cloud SLA specifies a measurable target, typically monthly uptime percentage, along with exclusions and the service credits the customer receives if the target is not met. SLAs depend on configuration; for example, multi-AZ or multi-instance deployments usually qualify for higher SLAs than single instances.

Example

A provider offers 99.99 percent monthly uptime for VMs deployed across two or more availability zones.

Exam tip

SLA remedies are usually service credits, not refunds of business losses; customers must typically request the credit.

Don't confuse it with

Related terms