Description: A Service Level Agreement (SLA) is a formal contract that establishes the performance and availability expectations of network services between a provider and a client. This document outlines specific metrics that will be used to measure the service, such as uptime, latency, bandwidth, and response time. SLAs are crucial in IT environments as they provide a clear framework for managing expectations and resolving issues. Additionally, they help ensure that services remain within agreed parameters, which is especially important in critical contexts like Disaster Recovery as a Service (DRaaS) and cloud computing. In the case of DRaaS, an SLA may specify recovery time and data availability after a disaster, while in cloud computing, it can define how and when resources will adjust based on demand. In summary, an SLA not only establishes a service commitment but also acts as an accountability mechanism that protects both the provider and the client, ensuring that agreed quality standards are met.
