What is an SLA (Service Level Agreement)?

Definition: An SLA (Service Level Agreement) is the part of a contract that sets measurable service standards between a provider and its partner, e.g. between a platform provider and an operator.

What an iGaming SLA covers:

Uptime target for the platform and its key services.
Incident severity levels with response and resolution times for each.
Support hours and channels, including out-of-hours escalation.
Planned maintenance windows and notice periods.
Reporting on SLA performance.
Service credits if targets are missed.

Why it matters: peak events such as major football matches leave little room for downtime, so the SLA defines what the operator can expect and how quickly incidents are handled.

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What is an SLA (Service Level Agreement)?

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