What is a "Service Level Agreement" (SLA) in Akamai's context?

In the context of Akamai, a Service Level Agreement (SLA) is a formal document that outlines the expected service levels between the service provider (Akamai) and its customers. This document typically includes metrics related to service availability, performance, support response times, and any guarantees the provider offers regarding the services rendered.

The purpose of an SLA is to establish clear expectations and responsibilities for both parties, ensuring that customers have a concrete understanding of what level of service they can expect—and what remedies may be available to them in case those expectations are not met. This helps in building trust and accountability in the service relationship.

A formal SLA can involve various aspects such as uptime guarantees (e.g., 99.9% availability), maximum response times for issue resolution, and procedures for reporting and tracking service issues. By having such a detailed agreement, Akamai ensures transparency and helps customers manage their operations effectively based on the service commitments.