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SLA
Definition
An SLA (Service Level Agreement) is the document that sets, in concrete numbers, what level of service a provider commits to deliver: guaranteed uptime, maximum response time to an incident, maximum resolution time by severity, and the penalties if it isn't met.
Why it matters for your business
Without a written SLA, 'support' is a verbal promise with no consequences. Before hiring any managed service, ask for the specific SLA — not a generic one — and check that response times match how critical the system is to your operation.
Related service
DITAP Managed Services
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