A service level agreement (SLA) is a commitment between a service provider and client. Particular aspects of the service – quality, availability, responsibilities are agreed between the service provider and service user. The most component of an SLA is that the services should be provided to the customer as agreed upon in contract.

FIDC has followed the global SLA against their clients. These are power availability:115%, HVAC availability 115%, uptime 99.9%, facility operation standard: DCOS- 3 (defined), and latency inside Bangladesh: 8ms (maximum).