# SLA (service level agreement) > A contract that defines the service levels a provider commits to, such as response times. Also known as: SLA, service level agreement. Category: E-commerce and workflow. A service level agreement (SLA) is a contract, or part of one, that defines measurable service commitments, such as availability, response time and resolution procedures, and what happens if they are missed. SLAs are common for software, hosting and support contracts. ## How PhotoRobot uses it PhotoRobot publishes service level agreements for its software and hardware in the Trust Center; customer-specific commitments for the PWS programme are set in the individual offer and contract. ## Related terms - [PWS (PhotoRobot support programme)](https://www.photorobot.com/glossary/pws): PhotoRobot's support programme providing a single point of technical responsibility for the imaging workflow. - [RMA (return merchandise authorisation)](https://www.photorobot.com/glossary/rma): The authorised process for returning faulty equipment to the manufacturer for repair or replacement. ## Where this term appears on photorobot.com Mentioned on 25 pages. Most relevant: - [Service Level Agreement (SLA) for PhotoRobot Hardware](https://www.photorobot.com/legal/sla-hw): The Service Level Agreement (SLA) for PhotoRobot Hardware defines the service levels, response, commitments, and diagnostic procedures provided by PhotoRobot. - [Service Level Agreement (SLA) for PhotoRobot Software](https://www.photorobot.com/legal/sla-sw): This legal document represents the Service Level Agreement (SLA) for PhotoRobot Software which describes service levels and availability commitments. - [PhotoRobot Service Level Agreements (SLA)](https://www.photorobot.com/legal/sla): The PhotoRobot Service Level Agreements (SLA) legal document provides access to all PhotoRobot Service Level Agreements. - [PhotoRobot Trust Center](https://www.photorobot.com/trust-center): …Data Processing Agreement (DPA) PhotoRobot Acceptable Use Policy (AUP) PhotoRobot Service Level Agreements (SLA) Service Level Agreement (SLA) for PhotoRobot Software Service Level Agreement (SLA) for… - [PhotoRobot PWS](https://www.photorobot.com/pws): Customer-specific figures (final SLA commitments, coverage prices) are set in the individual PWS offer and contract. - [Train Your Studio Teams From the Ground Up](https://www.photorobot.com/photorobot-academy): Meanwhile, customers use the credentials in supplier qualification programs, vendor evaluations, and service-level agreements as formal evidence of platform fluency, not self-attestation. - [Rapidly Onboard Studio Teams with PhotoRobot Academy](https://www.photorobot.com/blog/introducing-photorobot-academy): Customers use the credentials in supplier qualification programs, vendor evaluations, service-level agreements — as formal evidence of platform fluency, not self-attestation. - [PhotoRobot Warranty Terms](https://www.photorobot.com/legal/warranty): Software is covered separately under the PhotoRobot License Agreement and, for cloud components, the Service Level Agreement (SLA) for PhotoRobot Software. - [PhotoRobot Warranty Terms v1.1](https://www.photorobot.com/legal-version/warranty-v1-1): Software is covered separately under the PhotoRobot License Agreement and, for cloud components, the Service Level Agreement (SLA) for PhotoRobot Software. - [PhotoRobot Customer Support Terms](https://www.photorobot.com/legal/support): …systems enterprise support plans These Support Terms complement the PhotoRobot Software SLA (/legal/sla-sw), the PhotoRobot Hardware SLA (/legal/sla-hw), and the PhotoRobot Terms of Service…