Definition
What is SLA (Service Level Agreement)?
A Service Level Agreement is a formal commitment between a service provider and a client that defines measurable performance standards, such as response times, uptime guarantees, and resolution deadlines.
How it works
SLAs set expectations for service quality. In automation, SLAs might specify that a workflow must process data within 5 minutes of receiving it, or that an automated support system must respond within 30 seconds. SLAs typically include what happens when targets are missed (penalties, credits, escalation procedures). For automation projects on marketplaces, SLAs can cover implementation timelines, revision rounds, and post-delivery support periods. Clear SLAs protect both the buyer and the expert.
Last updated: March 2026