what are the service level agreements

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Service level agreements (SLAs) are agreements between a service provider and a customer that outline the level of service expected.

SLAs define the scope of services provided, performance metrics, responsibilities of both parties, and consequences for not meeting the agreed upon standards.
They typically include details such as uptime guarantees, response times, and resolution times for issues.
SLAs help ensure that both parties have a clear understanding of expectations and provide a basis for measuring and improving service quality.
Examples of SLAs include a guarantee of 99.9% uptime for a cloud service provider, a response time of 1 hour for technical support inquiries, and a resolution time of 24 hours for critical issues.

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