Service-Level Agreements (SLAs)
An SLA can be defined as the commitment between an application owner and the application consumers as to the level of service quality being assured. This can include application availability, reliability and performance.
When an SLA guarantee is not met or violated, an incident occurs. The period of time that it takes to resolve each incident is known as the duration of the incident. Each incident may also have a different level of impact, known as the level of severity, which can affect the period of time required to resolve the incident.
The SLA metric is measured during the Operate phase.