SLA - Service Level Agreement
SLA (Service Level Agreement) is a formal commitment that defines deadlines and quality standards between service providers and their clients.
It sets clear goals regarding availability, response times, incident resolution, and metrics that ensure the expected performance.
In addition to organizing the relationship between the parties, the SLA provides predictability for the client, who comes to know exactly how long it will take to receive responses and solutions. In the corporate environment, this translates into fewer risks, greater operational security, and improved end-user satisfaction.
Purpose of SLA
The SLA serves as a kind of operational contract. It defines deadlines for each stage of support, from the first contact to the final resolution of issues. These deadlines vary according to the impact the incident has on the client's operations.
The SLA is usually divided into:
- First Response: maximum time for the team to acknowledge and respond to the initial request.
- Temporary Solution: time to implement temporary measures that reduce the impact of the issue until a full fix is completed.
- Definitive Solution: agreed time to fully resolve the issue and restore the service to normal.
Criticality and Response Times
The deadlines defined in the SLA vary according to the severity of the incident and the number of users affected. Our SLA is structured as follows:
- Very High: service completely unavailable for multiple users.
- High: service experiencing severe failures but still partially functional, affecting multiple users.
- Medium: service unavailable for only one user.
- Low: minor failures or service degradation affecting only one user.
Detailed SLA by Solution Type
To clarify our commitment, we also present deadlines for temporary and definitive solutions, according to the level of criticality:
| Criticality | Temporary Solution | Definitive Solution |
|---|---|---|
| Critical | Up to 4 hours | Up to 16 hours |
| High | Up to 8 hours | Up to 24 hours |
| Medium | Up to 16 hours | Up to 40 hours |
| Low | Up to 24 hours | Up to 80 hours |
Service Hours and Support Channels
| Business Hours | Weekdays - 09:00 to 12:00 / 13:30 to 18:00 |
|---|---|
| Support Reports | Available on demand |
| Ticket Monitoring | Active |
| Direct Phone and Client Portal | Available |
| Support Portal | Tickets opened through the portal are automatically routed to our Help Desk team. |
| Remote Support | Available |
Flexibility in the SLA
We understand that every business has specific needs. Therefore, our response times and service availability — including 24x7 coverage — can be adjusted according to the environment's criticality and client demand.
If you require differentiated deadlines or greater coverage, contact us so we can work together to find the best solution for your company.
Why Have an SLA?
Planning
enables resource and team organization to meet demands within defined deadlines.
Transparency
establishes clear metrics so that both client and provider can monitor service performance.
Risk Management
helps reduce the impact of unexpected failures on the client's business.
Continuous Improvement
creates a constant cycle of analysis and evolution of provided services.
Essential Elements of an SLA
- Definition of criticality levels and response times.
- Detailed description of included services and their limitations.
- Performance and quality measurement criteria.
- Obligations of both provider and client.
- Provisions for penalties or compensation in case of non-compliance.
- Processes for reviewing, adjusting, or renewing the agreement.
- Procedures for conflict resolution.
- Agreement validity period and termination conditions.