Q10Cloud Computing
Question
2 marks
What is an SLA (Service Level Agreement)?
Answer
A Service Level Agreement (SLA) is a contract between a service provider and a consumer that defines the expected level of service.
It includes metrics like uptime, responsiveness, responsibilities, and penalties in case of service disruptions. Typical SLA metrics include availability (e.g., 99.9% uptime), latency thresholds, data durability, and support response times. If the provider fails to meet the agreed metrics, the consumer is usually compensated with service credits, making the SLA a critical tool for building trust in the cloud relationship.