SLA (Service Level Agreement)

Σύντομη απάντηση

Contractual guarantee of availability, support response time and technical performance.

Βασικά συμπεράσματα

Uptime 99.9% = max 8.76 hours downtime/year (43 min/month)
Uptime 99.95% = max 4.38 hours/year (22 min/month)
Uptime 99.99% = max 52 min/year (4.4 min/month) - very high infrastructure costs

Definition

SLA (Service Level Agreement) is the contractual agreement promising concrete operational metrics: guaranteed uptime (% active), incident response time (under 1h, 4h, etc.), resolution time, backup frequency, RPO/RTO for disaster recovery.

Typical SaaS tiers

Uptime 99.9% = max 8.76 hours downtime/year (43 min/month)

Uptime 99.95% = max 4.38 hours/year (22 min/month)

Uptime 99.99% = max 52 min/year (4.4 min/month) - very high infrastructure costs

CRMconnect SLA

Published per plan. Custom SLAs (with contractual penalties) available for Enterprise. Public status page + internal Prometheus + Grafana monitoring.

Ενημέρωση: 2026-07-17

Συχνές ερωτήσεις

What if the vendor breaches SLA?+

In serious SLAs the contract provides credits (% of monthly fee) as penalty. Full business damages are rarely covered - standard limitation-of-liability clause.

Πού ταιριάζει το CRMconnect

Planuri & SLA CRMconnect

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