An MSSP received several alerts from customer 1, which caused a missed incident response deadline...

An SLA, or Service Level Agreement, is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet. In the scenario described, the missed incident response deadline is a clear indicator of an SLA violation. An SLA usually outlines the metrics by which service is measured as well as remedies or penalties should agreed-upon service levels not be achieved. Unlike a KPI (Key Performance Indicator) which is a quantifiable measure used to evaluate the success of an organization, employee, etc., in meeting objectives for performance, or an MOU (Memorandum of Understanding) which is a formal agreement between two or more parties, an SLA is focused on the performance and quality metrics applicable to the service provided. SLO (Service Level Objective) is related and often part of an SLA, representing the specific measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.