Tech Lawyer

📖 SLA stands for Service Level Agreement and is an agreement used to secure the minimum level of various IT services.

Such contract serves as a basic measure to secure companies buying cloud computing, Internet access, suport (e.g. helpdesk) or hardware maintenance servicing. This way companies may reduce risks of downtime in their business. ☁️

Well drafted SLA addresses:
♦️ required level of availability - the percentage of time when the service shall be accessible and/or operatible within a given year, month or day. The higher the better but also the more expensive SLA.
♦️ time of availability or maintenance break time;
♦️ monitoring and reporting process - way of collecting and sharing services statistics;
♦️ how to report incidents/problems - contact data, helpdesk working hours;
♦️ reaction time - how quickly issues shall be resolved.