SLA or Service Level Agreement is a contract that the service provider promises customers on service availability, performance, etc. SLO or Service Level Objective is a goal that service provider wants to reach.

What is the SLA meaning?

A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved.

What is SLA in performance?

An SLA is an agreement between you and your customer that defines how your relationship will work in the future. Key performance indicators (KPIs) are the metrics chosen to gauge how well a team performed against agreed standards.