Saas Sla Agreement

This article examines how service level agreements (SLAs) are not just a measure of availability, but a tool to measure whether the service meets customer requirements, regardless of the underlying architecture. Ensuring that the application meets end-user expectations through SLAs is important for business growth (customer acquisition), reducing exodus, and customer acceptance of additional service functions. Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. A service level agreement is more than a technology and also includes things like and when the provider would notify in case of a security breach, and the availability of data after the contract is terminated. An SLA essentially defines the service level and guarantees its availability (expressed in 3, 4 or 5 nine). Less downtime usually leads to increased costs and vice versa, so one shouldn`t be surprised by higher downtime if one pays less. Ideally, an agreement should focus on the business value a company receives from a SaaS offering rather than focusing entirely on availability. One should not rely entirely on the SLA and think that they will receive the services promised in the agreement.. . .