Chapter 8. Service-Level Agreements

Service-level agreements (SLAs) are all about expectations management. As discussed in Chapter 7, each service has different expectations around it. Many of these expectations are tied to the service tier of the service, but when we look deeper, the expectations are more specific than that.

SLAs as discussed in this book are not about legal or contractual agreements between a company and its customers; they’re agreements between teams and service owners. They provide a mechanism for communicating expectations between services.

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