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Glossary
SLA (Service Level Agreement)
A written commitment defining how quickly a provider responds to and resolves issues.
A proper SLA defines response time (how quickly someone acknowledges an issue) and resolution time (how quickly it's actually fixed) as separate, measurable commitments — usually tiered by severity, so a total outage gets a faster commitment than a minor cosmetic bug. A vague promise to "get to it quickly" isn't a real SLA if there's nothing measurable behind it.
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