Back to Glossary
TechnologySLA
SLA (Service Level Agreement)
Quick answer
Contractual guarantee of availability, support response time and technical performance.
Key takeaways
- 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.
Last updated:
Frequently asked
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.