SaaS 서비스 수준 계약(SLA)이란 무엇일까요?

A SaaS Service Level Agreement (SLA) is a formal contract between a SaaS provider and a client that establishes the expected level of service and the obligations of both parties. Atlassian’s cloud SLA, for example, commits to 99.95% monthly uptime on eligible Enterprise plans. A SaaS SLA usually forms part of the main subscription agreement, in its body or as a schedule.

An SLA helps the parties involved understand what level and quality of service should be delivered – with a specific focus on response time to requests, time to resolve issues raised, and the conditions of products/services offered – such that all parties are aware of the services offered, how they will be performed, and how the responsibilities will be followed.

Generally speaking, SLAs look at specific, highly important metrics like uptime, delivery time, response time, and resolution time. By incorporating these details, SLAs offer a definite structure ~을 통해 which a customer or even the SaaS provider can evaluate service performance.

Moreover, within an SLA, the consequences that apply to the provider if the service level agreement is not respected are stipulated, thus keeping the customer’s interests at heart.

The main objectives of SLAs 은 다음과 같습니다:

• 관련된 모든 당사자에게 명확한 정보 제공: 관련된 모든 당사자는 제공되어야 하는 서비스, 품질 수준 및 SLA를 따르지 않을 경우의 결과를 알고 있습니다.
• 서비스 제공자와 고객 간의 관계 관리: SLA를 통해 오해와 문제 발생을 방지할 수 있습니다.
• 서비스 수준 계약(SLA)은 오해나 갈등의 가능성을 줄여줍니다.: 서비스 기대 수준에 대한 명확한 이해를 제공하고 잠재적인 문제와 관련된 문제 해결을 지원합니다.
• 서비스 계약의 정의: 여기에는 결과물, 기간, 지표, 책임, 목표, 기대 사항 및 제한 사항이 포함됩니다.

A Service Level Agreement (SLA) is a 법적 계약 으로서, 고객과 전문 회사 간에 제공될 서비스를 명시합니다. 이는 양 당사자의 이익을 보호하고 향후 오해를 방지하는 데 도움이 됩니다.

몇 가지 이점은 다음과 같습니다.

• 다운타임 감소
• 더 나은 고객 및 직원 관계
• 명확하고 구체적인 서비스 제공에 대한 기대

Custom SLAs can be requested and discussed, particularly with commercial and enterprise users. Certain circumstances allow a provider to offer custom SLAs negotiated with the provider’s sales staff, even without a public SLA.

Clients can negotiate a proposed SLA 및 ask for higher commitment levels, such as a 더 높은 percentage of uptime. SLAs for enterprise customers may be included, and negotiation of these terms is sometimes possible even if they are not explicitly advertised. AWS names three common types of SLA: customer-level, service-level, and multi-level (AWS).

A good service level agreement (SLA) outlines the responsibilities and expectations of both parties. Certain components, including the metrics for response and resolution times, call for adherence to strict service level requirements. The customer’s input is crucial in creating a service-level agreement since it helps ensure that their quality standards are met. Maintaining equilibrium is crucial, with lucid and comprehensible language that can be discussed when needed.

A good SLA also states the remedy when its service guarantees are missed. Atlassian’s Enterprise SLA, which specifies 99.95% monthly uptime, outlines that service credits applied to future payments, capped at 100% of the affected product’s invoice, constitute the customer’s sole form of redress and Atlassian’s complete responsibility for SLA deviations (Atlassian, effective 30 April 2026).

Managing SLAs begins by ensuring that the agreements made are consistent with the expectations of the customer. SLA management requires consistent monitoring of service delivery against the agreed-upon benchmarks. Should the benchmarks fail to be met, measures should be taken as soon as possible to meet the requirements.

For example, if an SLA states that a web service must have a 99.9% uptime, the service provider can directly monitor the uptime and proportionate downtime to take action if the downtime, not counting scheduled maintenance, exceeds 0.1%. Bear in mind that successful SLA management requires a proactive approach, clear communication between stakeholders, and a commitment to continuous improvement.

The challenges of managing SLAs include covering the entire spectrum of SLA-covered operations, influencing stakeholder expectations, and coordinating business and IT. In order to handle SLAs effectively, it is critical to evaluate and agree on all terms in advance in order to determine all outcomes.