Service Level Agreement (SLA)

Know you've got the right partner at your side.

When your company enters into an agreement for managed IT services, you're trusting another company to handle the security, stability and availability of your website or online applications. Customer-facing applications are crucial for your business's ability to generate revenue, and you need to know exactly what the managed services provider will do to ensure that those applications are always available. A service level agreement between your company and a managed services provider specifies what you can expect from the managed IT services that you receive.

What does a Service Level Agreement managed IT services cover?

These are some of the details that your SLA with us can cover:


When you host a website or customer-facing application in the cloud, nothing is more important than your customers' ability to access that service. A service level agreement, therefore, will always include a minimum availability requirement. For example, a service level agreement for cloud services may specify that your services must remain available at least 99.9 percent of the time.

Performance metrics

Your customers' ability to access your company's online services is the most important way to measure the success of your relationship with a managed services provider, but it isn't the only way. A web hosting service level agreement should define all performance metrics that the service provider must meet. For example, a web hosting SLA might specify how quickly the service provider must respond to support requests.

Scope of coverage

A cloud server SLA or hosting SLA will fully describe all hardware, services and applications that the agreement covers. The cloud server SLA may also specify what measures the service provider should have in place for disaster recovery. Disaster recovery helps to ensure the continued availability of your online services in the event of server failure.

Remedies for both parties

An IT service level agreement is a contract between the customer and the managed services provider. Since it describes what the two parties will expect from one another, it should also describe the remedies available if either party fails to meet its obligations. By clearly describing the expectations and remedies of both parties, a hosting SLA provides the foundation for a solid working relationship and helps to reduce the potential for costly disputes.

How a web hosting SLA benefits your company

Because a cloud SLA defines the way in which both parties will measure the success of a managed IT contract, it is good for your company because it helps you understand whether you've picked the right partner for your IT needs. With a website SLA, you'll have the metrics to prove the success or failure of the contract. If the partnership is unsuccessful, a website SLA should also provide a clear avenue for exiting the contract.

Learn more about our SLAs

Clientis AG

“From our point of view, everything went perfectly in implementing the new hosting solution; was a highly cooperative, proactive and responsive partner. Our needs were and continue to be very well identified and implemented.”

clientis case Study @nine

Roland Looser Web/Print Manager Clientis AG and the Clientis Group



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