SLA
A contract between a service provider and the client, outlining agreements on the quality, performance, and availability of the service.
What is an SLA?
An SLA (Service Level Agreement) is a formal agreement that establishes the expectations and responsibilities between a service provider and a client. Typical components include availability guarantees (for example 99.9% uptime), maximum response times for incidents, maintenance windows, and escalation procedures. A clear SLA prevents misunderstandings and ensures both parties know what to expect.
How does an SLA work?
An SLA defines measurable agreements that the service provider commits to. This includes concrete percentages for availability, response times at different priority levels, and agreements on how quickly bugs are resolved. Wabber continuously monitors these agreements with tools like New Relic and Sentry and transparently reports to the client on achieved performance relative to agreed standards.
Example
A manufacturing company using Wabber's WMS has an SLA with 99.9% uptime and a maximum response time of 1 hour for critical incidents. On a Friday afternoon, an error occurs that slows down the picking process. Thanks to monitoring, Wabber detects the problem proactively and immediately starts working on a solution, well within the agreed response time. The client receives a status update and the problem is resolved before the evening shift begins.
Why is an SLA important?
For businesses that depend on their software, a good SLA is more than a legal document. It is a guarantee that your systems are treated with the same urgency as your own business-critical processes. Wabber sees an SLA as the foundation for a long-term collaboration, in which continuous effort is made to improve the performance and availability of your systems. Transparency and measurability are central to this approach.
Frequently asked questions
What is typically included in an SLA?
An SLA typically contains agreements on availability (uptime percentage), maximum response times for incidents, scheduled maintenance windows, escalation procedures, and contact persons on both sides. At Wabber, agreements are also included on the speed at which bugs are resolved and how performance is reported.
What happens if the SLA is not met?
When SLA agreements are not met, the agreement typically contains compensation arrangements, such as service credits or additional support. At Wabber, transparency is the starting point: clients always have insight into performance and any deviations are immediately discussed with concrete improvement measures.
Does Wabber offer SLAs for all clients?
Yes, Wabber works with clear SLAs for all clients who use our management and hosting services. The exact agreements are tailored to the specific needs of the organization, from startups with basic SLAs to enterprise clients with extensive availability guarantees and short response times.
How does Wabber monitor SLA agreements?
Wabber continuously monitors SLA agreements with professional tools such as New Relic for performance monitoring and Sentry for error detection. This enables us to act proactively when problems threaten and to transparently report on achieved performance relative to agreed standards.
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