Service Level Agreement (SLA)


In the context of customer success and support, a Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that outlines the services to be provided, the standards that those services should meet, and the remedies or penalties if agreed service levels are not achieved. It serves as a mutual understanding about services, priorities, responsibilities, guarantees, and warranties in a business relationship.


SLAs are crucial in customer success and support as they set clear expectations for service delivery and provide a benchmark for performance. They help in managing customer expectations, improving communication, and enhancing customer satisfaction. SLAs also provide a framework for accountability and understanding if a dispute arises about the level of service.


For instance, a B2B SaaS company might have an SLA with its customers that guarantees 99.9% uptime for its software. If the software fails to meet this standard, the SLA might stipulate that the company will provide a credit against future billing.

Best Practices

  1. SLAs should be clear and concise, avoiding technical jargon. 2. They should be mutually agreed upon, realistic, and measurable. 3. Regularly review and update SLAs to reflect changes in business needs and capabilities. 4. Include a dispute resolution process in the SLA. 5. Monitor and report on SLA performance regularly.