Service-level agreement
Definition: A service-level agreement (SLA) is the vendor's contractual promise about uptime and support response times, plus what you receive if they miss. Standard in infrastructure and payments, rarer in small-business tools.
Why it matters when comparing prices
When comparing tools your business depends on daily, an SLA turns a marketing uptime claim into a contractual one — but read the remedy, which is usually service credits, not cash, and note the exclusions. For most small-business software the practical comparison is simpler: how fast does support actually answer when something breaks.
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