How to write your first service level agreement (with tips from Slack, Amazon, and Google)

A service level agreement (SLA) is a contract between a service provider and a user that outlines the expected performance of a service, as well as provisions for issues and downtime. Writing an effective SLA requires clarity, simplicity, and ease of use to ensure customer satisfaction. Companies like Slack, Google, and Amazon have set good examples by keeping their SLAs simple, defining confusing terms, and displaying information in an easy-to-digest manner. An SLA is just one step towards becoming Enterprise Ready for a business.