SLA (Service Level Agreement)
Product term: SLA
Category: core
Definition
A commitment from a team or node about service quality: response time, uptime, quality standards. Published in Team APIs. Used by Routing Rules to decide if a team can handle new work. Violations trigger Constitutional Review Board review. Enables accountability and clear expectations.
Key Points
- •Service commitment from teams
- •Published in Team APIs
- •Includes response time and quality
- •Used for routing decisions
- •Violations have consequences
- •Creates accountability
Frequently Asked Questions
What are typical SLAs?
Response time (within 2 hours), quality (99% defect-free), availability (99.5% uptime).
What if a team misses SLA?
It's logged and escalated. Repeated misses trigger Constitutional Review Board investigation.
Can SLAs be negotiated?
Yes. But they should be realistic and published. Setting SLAs you can't meet is the problem.
Do SLAs apply to Digital Twins?
Yes. Your Twin publishes response SLAs, escalation SLAs, and availability windows.
Related Terms
Team API
A strict interface contract defining how teams interact with each other and the ...
Routing Rules Engine
The intelligent system that directs INAs, messages, and decisions to the right p...
Constitutional Review Board
The human governance body responsible for interpreting and enforcing the INO Con...
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