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Two people shake hands beneath a three-part agreement showing an uptime gauge labelled '99.9%,' a clock labelled '1 HR,' and a dollar symbol labelled '10% CREDIT.'
Reviewed visual · version 1

RS Glossary

Service-Level Agreement

A service-level agreement is a contractual commitment defining specified service measures, targets, responsibilities, remedies, and methods of measurement between a provider and customer.

Review state
Reviewed in POC
Freshness
Current
Version
2
  • Service-Level Agreement
  • Service Level Agreement
  • SLA

Remember it this wayThe SLA states which service promise is measurable and what happens if it is missed.

In plain language

An SLA may address availability, response time, support, recovery, or other measurable service behavior. Its value depends on definitions, exclusions, reporting, and remedies.

Why it matters

AI workflows can depend on vendor uptime, latency, support, and change practices. Vague promises do not create an operational commitment.

Example

A vendor commits to a defined monthly availability target, priority-incident response times, measurement method, exclusions, and service credits.

Common misconception

An SLA does not guarantee that model outputs are accurate or suitable. It usually covers specified service behavior, not every quality dimension.

Related terms

Sources

Learn more

  • Verify that measures match the real [[workflow|Workflow]] and its critical [[latency|Latency]].

Public history

45 recorded events · 45 public summaries

  1. A potential shared concept was discussed and selected for initial glossary drafting.

  2. The captured candidate received a complete initial draft and entered section-level human review.

  3. Radar reviewed the initial definition draft for human consideration.

  4. Radar reviewed the initial plain-language-explanation draft for human consideration.

  5. Radar reviewed the initial why-it-matters draft for human consideration.

  6. Radar reviewed the initial example draft for human consideration.

  7. Radar reviewed the initial common-misconception draft for human consideration.

  8. Radar reviewed the initial remember-it-this-way draft for human consideration.

  9. Radar reviewed the initial related-terms draft for human consideration.

  10. Radar reviewed the initial sources draft for human consideration.

  11. Radar reviewed the initial learn-more draft for human consideration.

  12. A proposal was opened for section-level human review while preserving the current version.

  13. A human reviewer opened a proposed revision while preserving the current approved or captured version.

  14. definition approved by a human reviewer.

  15. plain-language-explanation approved by a human reviewer.

  16. why-it-matters approved by a human reviewer.

  17. example approved by a human reviewer.

  18. common-misconception approved by a human reviewer.

  19. remember-it-this-way approved by a human reviewer.

  20. related-terms approved by a human reviewer.

  21. sources returned for revision.

  22. learn-more approved by a human reviewer.

  23. Requested wording was prepared without changing approved or existing sections.

  24. Radar reviewed the pending sources section for human consideration.

  25. Radar must rereview the complete service-level-agreement term after an accepted text change.

  26. Radar must rereview the complete service-level-agreement term after an accepted text change.

  27. Radar must rereview the complete service-level-agreement term after an accepted text change.

  28. Radar must rereview the complete service-level-agreement term after an accepted text change.

  29. Radar must rereview the complete service-level-agreement term after an accepted text change.

  30. Radar must rereview the complete service-level-agreement term after an accepted text change.

  31. Radar must rereview the complete service-level-agreement term after an accepted text change.

  32. Radar must rereview the complete service-level-agreement term after an accepted text change.

  33. Radar must rereview the complete service-level-agreement term after an accepted text change.

  34. sources approved by a human reviewer.

  35. sources approved wording became the current section text.

  36. All section gates are approved; content version 2 is now a fully approved term.

  37. Radar rereviewed the human-approved definition wording for this exact version.

  38. Radar rereviewed the human-approved plain-language-explanation wording for this exact version.

  39. Radar rereviewed the human-approved why-it-matters wording for this exact version.

  40. Radar rereviewed the human-approved example wording for this exact version.

  41. Radar rereviewed the human-approved common-misconception wording for this exact version.

  42. Radar rereviewed the human-approved remember-it-this-way wording for this exact version.

  43. Radar rereviewed the human-approved related-terms wording for this exact version.

  44. Radar rereviewed the human-approved sources wording for this exact version.

  45. Radar rereviewed the human-approved learn-more wording for this exact version.

Source: vault/Glossary/terms/service-level-agreement/term.md · sha256:68eeb5165ec10975eafa54e3a0749d691277e5beca34974c153727fa67846e98 · Release: rs-glossary-glossary-team-poc-0.5.5-2026-09-02