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SLA (Service Level Agreement)
What is SLA (Service Level Agreement)?
A contract that defines how fast we respond and resolve issues — like 'critical issues get a response within 1 hour, resolution within 4 hours.'
Why SLA (Service Level Agreement) Matters
Without an SLA, 'ASAP' means whatever the tech feels like. With one, you know exactly what to expect — and we're held accountable to it.
Related Topics
response timeresolutioncontractaccountability
Related Terms
MSP (Managed Service Provider)
An outsourced IT team that keeps your technology running for a flat monthly fee — proactively, not just when things break.
SupportHelp Desk
A single place your team contacts when something isn't working — phone, email, or portal.
SupportMTTR (Mean Time to Repair)
The average time it takes to fix something once we start working on it — a key metric for measuring IT efficiency.
SupportSLO (Service Level Objective)
The internal targets we set to meet our SLA — like '95% of tickets resolved within 4 hours' — so we can measure and improve our performance.
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