Читать книгу The Official (ISC)2 CISSP CBK Reference - Leslie Fife, Aaron Kraus - Страница 164

A service-level agreement (SLA) is a contractual agreement between a service provider and its customers that establishes the minimum performance standards that the provider is obligated to meet. When dealing with vendors and other third parties, SLAs serve as documented and agreed-upon performance requirements that a customer can use to hold the third party accountable. For example, you may have an SLA with a public cloud provider that commits to a certain level of system uptime and availability. In the event of a sustained outage of the cloud service, you may be entitled to financial compensation or the right to terminate services with no penalty.