Hosting & Infrastructure
Service Level Agreement (SLA)
A contract defining guaranteed service levels such as uptime and support response times.
A Service Level Agreement (SLA) is a contract between a provider and customer that defines the guaranteed levels of service, most commonly uptime (e.g. 99.99%), performance, and support response times, along with remedies if those levels aren't met.
For HIPAA hosting, the SLA is where availability commitments and support obligations are made concrete. It complements, but is separate from, the Business Associate Agreement (BAA), which governs how the provider protects PHI.