Service-level agreement (SLA)

A contractual commitment defining the level of service a robot vendor or service provider must deliver, such as availability targets, support response and resolution times, and spare-parts turnaround. An SLA also specifies how the metrics are measured and what remedies apply when commitments are missed, which is what gives the targets commercial force. Buyers should confirm that SLA definitions match how the equipment is actually scheduled and used, since exclusions for planned maintenance, misuse, or environmental conditions determine what the guarantee covers in practice.