Service Level Agreement (SLA)
An SLA represents the understanding between the cloud consumer and cloud provider about the expected level of service to be delivered and, in the event that the provider fails to deliver the service at the level specified, the compensation available to the cloud consumer.
Source:
[NIST SP 800-144] Jansen, W., Grance, T., Guidelines on Security and Privacy in Public Cloud Computing, NIST Special Publication 800-144, December 2011.
