# 10 service level agreement practices you should implement

DevFeed: [10 service level agreement practices you should implement](<https://devfeed.tech/articles/10-service-level-agreement-practices-you-should-implement-11985.md>)

Original publisher: [Read original article](<https://incident.io/blog/service-level-agreement-best-practices>)

Author: incident.io

Published: 2023-04-03T13:49:00Z

Content type: article

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [incident](<https://devfeed.tech/topics/incident.md>), [SIEM, Security, Observability](<https://devfeed.tech/topics/siem-security-observability.md>)

Tags: [article](<https://devfeed.tech/tags/article.md>), [best-practices](<https://devfeed.tech/tags/best-practices.md>), [communication](<https://devfeed.tech/tags/communication.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [metrics](<https://devfeed.tech/tags/metrics.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [uptime](<https://devfeed.tech/tags/uptime.md>)

## AI overview

This article presents best practices for creating sensible service level agreements (SLAs), including setting realistic uptime and response-time targets, clarifying responsibilities, defining incident escalation processes, and using KPIs and metrics to measure service performance.

## Source excerpt

When you're crafting SLAs, it's important to make sure that you're including sensible targets that you're well-equipped to honor.