SaaS & Startupintermediate
Service Level Agreement
Service Level Agreement
Definition
A formal promise to customers about the level of service they can expect, such as uptime or response times.
Why it matters
An SLA sets clear expectations and builds trust with bigger customers, but it commits you to standards you must meet.
Example
A founder offers an SLA guaranteeing 99.9% uptime to win an enterprise client.
Related terms
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