An SLA is a formal contract that defines the expected level of service between a provider and a client, including performance metrics, response times, and remedies for non-compliance. In digital projects, SLAs govern hosting uptime, support response times, API availability, and deliverable quality. Well-defined SLAs protect both parties and establish clear accountability in outsourced or managed service relationships.
DE: Ein SLA ist ein formeller Vertrag, der das erwartete Serviceniveau zwischen Anbieter und Kunde definiert. In digitalen Projekten regeln SLAs Hosting-Verfügbarkeit, Reaktionszeiten und Lieferqualität.