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SLA

SLA stands for Service Level Agreement. It is a contractual agreement between a service provider and its customer that defines the level of service that will be provided, as well as the responsibilities of each party. SLAs typically include information on metrics such as uptime guarantees, response times, resolution times, and penalties for not meeting agreed-upon service levels. The purpose of an SLA is to ensure that both parties have a clear understanding of what services are being provided, how they will be delivered, and what happens if there are any issues or failures in meeting service level targets.

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