Glossary of Atlassian Terms
What is 'SLA'?
Definition
An SLA is a clear agreement about service expectations—what “good service” means and how fast it should happen. Atlassian frames SLAs as a foundation for trust between a service provider and a customer, helping manage expectations and measure performance. In Jira Service Management, SLAs become trackable goals (like “time to first response” or “time to resolution”), so teams can see when they’re on track—and when they’re at risk.
