What is a Service Level Agreement (SLA)?

A service-level agreement is a negotiated contract between a customer and a service-provider that defines the level of service the customer can expect, using measurable and verifiable terms. SLAs often refer to the level of performance or time of delivery agreed to under contract. Examples of metrics used to define an SLA include percentage of network uptime, power uptime, support availability, and other performance benchmarks.

F5 works with its customers to support their applications and the networks they run on. F5 Network Support Centers are strategically located throughout the world.