> For the complete documentation index, see [llms.txt](https://docs.infraon.io/infinity/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.infraon.io/infinity/user-guide/infraon-configuration/sla-management.md).
# SLA Management
An SLA stands for Service Level Agreement. ITIL4 defines SLA as "A documented agreement between a service provider and a customer that defines both the services required and the expected level of service." SLA is a detailed document that defines the standards of services the customer expects from the service provider. SLAs differ across services, vendors, and industries. It is an integral part of a vendor contract because it lists the services agreed upon between the parties and the quality, availability, remedies, and penalties.
In Infraon, the "SLA" module is an SLA-capturing tool. It is not yet implemented as a full-fledged SLA Management tool. It allows the definition of SLA metrics and service details.
## Benefits of SLA:
* **Sets clear guidelines and expectations -** An SLA sets clear guidelines regarding expectations and commitments.
* **Improved customer service -** Because of the existence of an SLA between two parties, the service provider monitors and measures whether the terms of the service are being met. Thus, the team works efficiently to achieve the deadlines. There will be a decrease in ticket response time, which will improve customer service.
* **Peace of Mind -** An SLA gives customers peace of mind because they have a contract they can refer to in case their demands are unmet.
* **Strengthens Customer Relationships -** The above-mentioned benefits enable a strong relationship between the service provider and the customer.
### Two Essential Components of an SLA
The two essential components of an SLA are **Metrics** and **Penalties**.
**Metrics -** Metrics are the criteria for measuring services. It is an agreed-upon measurable target between the customer and the service provider. Metrics make it easier to spot SLA breaches.
**Penalty -** Penalty is a disciplinary measure to be followed if the SLA is breached. A penalty could be imposed for monetary refunds, service credits, etc. These terms are captured in an SLA.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://docs.infraon.io/infinity/user-guide/infraon-configuration/sla-management.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.