Service Level Agreement (SLA)
Definition
A commitment between a service provider and customer that defines the expected level of service.
Overview
A Service Level Agreement (SLA) formally defines service expectations including availability (uptime), performance (response time), and support (resolution time). SLAs often include penalties for non-compliance. For integration services, SLAs might specify data freshness, processing throughput, and error rates. Monitoring and reporting on SLA compliance is essential for managed services and helps drive continuous improvement.
Why It Matters
Without clear SLAs, expectations are misaligned and accountability is impossible. SLA breaches in integration services lead to stale data, failed processes, and downstream business impact that is difficult to attribute and resolve without formal service commitments.
How New Odyssey Helps
New Odyssey backs its platform with enterprise-grade SLAs covering uptime, data freshness, and support response times, with real-time monitoring dashboards that provide transparent SLA compliance reporting.