An SLA (Service Level Agreement) is the contractual foundation of your hosting relationship. Understanding what should be in an enterprise SLA can save your business from costly surprises.
Essential SLA Components
- Uptime guarantee: Look for 99.99% or higher with financial penalties for breach
- Response time: Maximum time to acknowledge support tickets (30 minutes or less for critical issues)
- Resolution time: Maximum time to resolve different severity levels
- Network performance: Bandwidth, latency, and packet loss guarantees
- Abuse handling: Documented process with guaranteed customer notification
What Most SLAs Miss
Many SLAs focus only on hardware uptime. But downtime caused by administrative actions (like wrongful abuse complaint suspensions) often is not covered. Ensure your SLA explicitly covers all causes of downtime, including provider-initiated suspensions.
BRHosting SLAs cover both technical and administrative uptime. Contact us for enterprise SLA details.