software
SLA
Service Level Agreement
Definition
An SLA is a contractual commitment defining the expected level of service between a provider and customer — typically specifying uptime guarantees (e.g., 99.9%), response times, and remedies for breaches. SLAs are foundational to enterprise software procurement and set expectations for reliability, support responsiveness, and data handling.
Can this ship? Are we exposed? Can you prove it?
Every CISO is asking these three questions. We answer them with facts, not guesses, from repository to runtime.