"SLA" stands for Service Level Agreement in cloud service agreements. An SLA outlines the expected performance and reliability commitments between a service provider and its customers. It defines key metrics such as uptime, response times, and support availability, ensuring clarity and accountability. These agreements are crucial in establishing benchmarks for service quality and aligning expectations. By having SLAs in place, customers can understand their rights and the levels of service to expect, while providers can manage their service performance effectively, leading to improved trust and satisfaction in cloud-based services.