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SLA.

also: SLAs · service level agreement · service level agreements

Service level agreement: an external promise to customers about service levels, with consequences such as credits if it is broken.

the two-minute refresher

A contract, not an engineering target.
Set looser than your SLO, so you should almost never violate it.
Hit the SLO 99%+ of the time and the SLA takes care of itself.

Where the course teaches it

W10 · Day 1SLIs, SLOs and SLAslearn it →W00 · Part 6System Design Terminology & Theoryrevisit →

Related concepts

SLO
SLI