Definition
A failure to meet a contracted service level, such as missing a response-time or resolution-time commitment.
Business Importance
Most enterprise contracts define specific remedies for SLA breaches — service credits, escalation reviews, or termination rights — which is why root-cause tracking through CAPA is standard practice after any breach.
Industry Examples
A support desk missing its 15-minute first-response commitment during an unexpected volume spike, triggering a CAPA review.