- In short
- An SLA is a commitment stating three things: the metric measured, the condition that counts as a breach, and the consequence when a breach occurs. Its thresholds must trace to a concrete source -- latency to the user-experience expectation from discovery, availability to business criticality, quality to existing eval results and acceptance criteria. Cost is the expectation most likely to break after launch, because production volume commonly runs one to two orders of magnitude above the pilot.
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