Cloud Service Level Agreements (SLAs)

A Cloud Service Level Agreement (SLA) is a formal contract between a cloud service provider and a customer that defines the expected level of service. It specifies details like how reliable the service will be, the amount of support provided, response times for issues, and the availability of data. Essentially, it sets clear expectations so both parties understand what quality of service is guaranteed. If the provider doesn’t meet these standards, the SLA often includes remedies such as compensation or service credits. It ensures accountability and helps customers trust that their cloud services will operate as promised.