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What does your SLA actually promise?

Type in the numbers from your support contract. See how much downtime its uptime figure allows, how long a “four-hour response” can really take, and whether anything in it promises a fix.

Check my SLA
  • About a minute
  • Your figures never leave this browser
  • Reads your contract’s own numbers
YOUR FIGURES

Your contract

The numbers from the SLA table. The form starts with a typical example.

Uptime

Response and fix

In support hours, as the contract counts them.

Fees and credits

What the contract says

Yes, no or not sure.

Is it written down what counts as a P1, with examples from your own business?
Is there an escalation path with names and times (after two hours, this person)?
Do you get a monthly report of tickets and breaches without asking?
Does it say whose holiday calendar counts, including state holidays?
QUESTIONS

Asked often

The questions people search for before they run the check.

How much downtime does 99.5% uptime allow?

About 3.65 hours a month, or nearly 44 hours a year. 99.9% allows about 44 minutes a month, and 99.99% about four minutes. If uptime is measured over a year rather than monthly, the whole year's allowance can fall in a single outage.

What is the difference between response time and resolution time?

Response is when someone acknowledges the ticket. Resolution is when the fault is gone, and a workaround is when you can work again. Most contracts promise the first and say nothing about the other two.

What does a four-hour response in business hours really mean?

The clock only runs in support hours. With support from 9 to 6 on weekdays, a ticket raised just after 6 pm on a Friday gets its four-hour reply at 1 pm on Monday: 67 hours later.

Are SLA service credits worth negotiating?

Rarely. Credits are usually a few percent of one month's fee, capped, and claimable only if you ask. They signal that something went wrong; they do not compensate for it. Severity definitions, escalation and fix targets reduce the bad days, which matters more.

Who decides whether an incident is a P1?

Usually the provider, unless the contract says otherwise, and its times are measured against the severity it assigns. A short severity table with examples from your own business settles this before it matters.

Is my contract uploaded anywhere?

No. You type in the numbers and everything is worked out in your browser. Nothing is sent to us unless you ask for the report, and then only your details and a one-line summary.

Rather we read it with you?

Bring the contract. We will say what it promises, what it does not, and what to ask for at renewal, whether or not we are the ones bidding.

Talk to us Your SLA promises a reply, not a fix