A service level agreement sets out agreed service standards and how they are measured. Measures can include service availability, response time and resolution time. The agreement can also define responsibilities, exclusions and remedies when a standard is missed. The detail depends on the agreed terms. Source: AWS: Service level agreements

Separate the first reply from a completed fix

When comparing travel technology support, ask how the supplier defines response and resolution. Check working hours, time zones and how urgent incidents are prioritised. This gives the team a clear basis for interpreting the promise during a real problem.

Read the process beside the target

Ask how to report an incident, what evidence to keep and how to escalate it. Check the measurement period and any claim deadline or exclusion in the terms. Keeping these details with the agreement makes the service commitment usable when someone needs to act.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.