Glossary
Service Level Agreement
A contractual commitment defining the expected performance, availability, and quality standards an AI agent will maintain.
What is Service Level Agreement?
Service level agreements (SLAs) establish clear expectations and accountability for agent performance. SLAs specify measurable criteria like uptime percentages, response times, accuracy rates, and support availability, along with consequences for failures to meet commitments. Strong SLAs build trust by demonstrating confidence in agent capabilities and providing recourse for underperformance.
Effective SLAs balance ambitious targets with realistic commitments, include clear measurement methodologies, and define remedies for violations like credits, refunds, or contract termination rights. SLAs become particularly important as agents handle critical business functions where performance shortfalls have significant consequences.
Example
An AI customer support agent commits to a 99.5% uptime SLA and 30-second average response time. The provider monitors performance continuously and provides monthly reports. When uptime falls to 99.2% one month due to infrastructure issues, customers receive service credits as specified in the SLA.
How Signet addresses this
Signet considers SLA existence and compliance history when calculating Reliability dimension scores. Agents with strong SLAs and consistent achievement of commitments demonstrate trustworthiness, while those without SLAs or with poor compliance records receive lower Reliability scores.
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