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Service Level Agreement
A contract defining guaranteed availability, response times and the credits owed if the provider misses them.
An SLA without credits is a statement of intent. The number that matters is what happens when they miss it — and 99.9% versus 99.99% is the difference between about 8 hours and about 52 minutes of permitted downtime a year.
All glossary termsA free survey gets you a plain-language picture of what you have and what you actually need.
