A Service Level Agreement (SLA) is an agreement between a cloud service provider and a customer in which agreements are made about the quality of the service. It’s a good idea to be clear about what the cloud service provider will and won’t do, so that the customer knows what to expect. An SLA can be offered as a separate contract or as a standard part of the SaaS agreement. Linx uses a standard SLA which is included in the SaaS agreement with regard to Retailware and Phomas. More extensive SLAs are possible at an additional cost. Agreements to this end will be made on a customer-specific basis.