Definition
A service level agreement is a contractual commitment to a measurable level of service, such as uptime, with a defined remedy when it's missed.
An uptime SLA doesn't capture everything — an AI system can be fully available and still produce poor output. Where quality matters, negotiate a quality SLA distinct from availability, with acceptance thresholds and a remedy for regression.
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How to evaluate an AI or LLM vendorRelated terms
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