SLA (Service Level Agreement)
A commitment to a defined level of service, such as uptime or response time.
An SLA specifies the standards a provider promises — for example 99.9% uptime or support response within hours — often with penalties for breaches. Enterprise customers frequently require SLAs, and meeting them is key to retention.
Examples
A SaaS startup offers a 99.9% uptime SLA to enterprise clients. — Missing SLA targets triggers service credits.
How it relates to The Startup Foundry
Reliability builds retention and credibility — strengthening your traction story.