Service Level Agreement (SLA)
"What happens if SLA metrics are not met?"
Quick Answer
A contract specifying the exact standards of performance, uptime, and quality metrics a service provider must deliver, commonly used in IT and outsourcing.
Scope and Legal Distinctions
An SLA measures service performance but should distinguish targets from binding commitments. Service credits, termination and damages need an explicit relationship.
What to Check in Practice
Define the metric, measurement period, exclusions, reporting, cure and escalation; retain logs showing how any claimed failure was measured.
Sources & Authorities
Statutory framework and official guidance for this definition.
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