{"id":6366,"date":"2024-11-21T15:36:53","date_gmt":"2024-11-21T15:36:53","guid":{"rendered":"https:\/\/uptime.com\/blog\/?p=6366"},"modified":"2024-12-06T16:14:46","modified_gmt":"2024-12-06T16:14:46","slug":"what-is-an-uptime-sla-guarantee","status":"publish","type":"post","link":"https:\/\/uptime.com\/blog\/what-is-an-uptime-sla-guarantee","title":{"rendered":"What is an Uptime SLA Guarantee and Should You Have One?"},"content":{"rendered":"\n<p>When someone visits your website or logs into your platform, they expect it to be available whenever needed. But downtime is inevitable, whether it\u2019s an unexpected technical hiccup or necessary routine maintenance.<\/p>\n\n\n\n<p>Because of that certainty, tech vendors hold themselves accountable to their clients with an uptime service level agreement (SLA) guarantee. This guarantee sets clear expectations about how often your services will be available and what happens when those expectations aren\u2019t met.<\/p>\n\n\n\n<p>To create an SLA, you and your team must set a target for minimum annual uptime that meets the industry standards clients expect while being realistic with what you can deliver.<\/p>\n\n\n\n<p>But how do you translate those targets into an executable agreement?<\/p>\n\n\n\n<p>We\u2019ll explain the basics of uptime and why it matters, dig into the data needed to create a standard <a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360016346700-Public-SLA-Page\">uptime SLA<\/a>, and break down the math and <a href=\"https:\/\/uptime.com\/blog\/how-to-measure-sla-metrics\">SLA metrics<\/a> so that you feel well prepared to decide whether to leverage the agreement as a transparency tool to earn customer trust.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-defining-uptime\">Defining Uptime<\/h2>\n\n\n\n<p><a href=\"https:\/\/uptime.com\/blog\/what-is-uptime\">What is Uptime<\/a>? It is a reliability metric in the computing industry that measures how consistently a service is accessible to users. It\u2019s expressed as a percentage that indicates how many minutes out of the year the system is expected to be available and fully operational.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-is-an-uptime-sla\">What Is an Uptime SLA?<\/h3>\n\n\n\n<p>An <strong>uptime SLA<\/strong> is a formal commitment between a service provider and its clients that states the expected availability of the vendor\u2019s service over a given period.<\/p>\n\n\n\n<p>Information typically provided in this document includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The uptime guarantee, discussed below<\/li>\n\n\n\n<li>Which metrics will be included in the <a href=\"https:\/\/uptime.com\/reporting\">SLA reporting<\/a><\/li>\n\n\n\n<li>Compensation \u2014 usually in the form of service credits \u2014 should the provider breach the contract<\/li>\n\n\n\n<li>Situations where the uptime guarantee may not apply, such as during scheduled maintenance or if a <em>force majeure<\/em> (\u201cact of God\u201d) allows for non-performance due to unforeseen, natural circumstances outside the vendor\u2019s control (hurricane, wildfire, etc.)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-is-an-uptime-guarantee\">What Is an Uptime Guarantee?<\/h3>\n\n\n\n<p>We define <strong>uptime guarantee<\/strong> as the specific percentage of time a service provider promises their system will be accessible to its users. While the SLA sets the framework for service expectations, the guarantee quantifies the service\u2019s reliability.<\/p>\n\n\n\n<p>With an uptime guarantee, you\u2019re offering your customers confidence that they can depend on your tools for their daily operations. You also demonstrate your willingness to hold yourself accountable if you fall short of meeting those service expectations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-to-calculate-uptime\">How To Calculate Uptime<\/h3>\n\n\n\n<p>You can use a basic formula to figure out the percentage of time your service is functional:<\/p>\n\n\n\n<p>In the SLA uptime formula:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Total Time <\/strong>is the number of minutes in a particular period, usually a month or year, during which the service is expected to be available<\/li>\n\n\n\n<li><strong>Downtime <\/strong>is the time the service was unavailable within that same period<\/li>\n<\/ul>\n\n\n\n<p>So, say, for instance, that your service operates for 43,105 minutes in a 30-day month. A 30-day month has 43,200 minutes total (60 minutes x 24 hours x 30 days), which means the other 95 minutes were downtime.<\/p>\n\n\n\n<p>To <a href=\"https:\/\/uptime.com\/blog\/how-is-uptime-calculated\">calculate the uptime percentage<\/a> for an SLA, it would be:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"474\" height=\"394\" src=\"https:\/\/uptime.com\/blog\/wp-content\/uploads\/2024\/11\/uptime-calculation-2.png\" alt=\"formula for calculating uptime for and SLA\" class=\"wp-image-6373\"\/><\/figure>\n<\/div>\n\n\n<p>Though a 99.8% uptime SLA might seem high, it still means that clients should expect an hour and 35 minutes of downtime every month, which can directly impact their business operations. For that reason, most companies strive for a high uptime guarantee of 99.9% or more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-why-does-uptime-matter\">Why Does Uptime Matter?<\/h3>\n\n\n\n<p>For businesses that depend on digital services, uptime is one of the most important factors determining successful operation, as it directly affects revenue and reputation. Even a few minutes of downtime at an inopportune time can seriously damage your brand\u2019s trustworthiness.<\/p>\n\n\n\n<p>Consider this: If unexpected failures cause your uptime percentage to drop to 99.0% \u2014 which seems far above average if you\u2019re unfamiliar with the metric \u2014 it translates to more than seven hours of downtime each month.<\/p>\n\n\n\n<p>In industries like cloud services and software platforms, expecting users to give up that much productivity time isn\u2019t going to go over well, particularly if you consider that the minimum standard is closer to 99.9%.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-levels-of-uptime-guarantees\">Levels of Uptime Guarantees<\/h2>\n\n\n\n<p>To help consumers quickly evaluate the cost vs. availability of particular services, uptime guarantees are classified by the number of \u201cnines\u201d in their percentage \u2014 the more nines, the more time a specific product or service will be functional during the given period.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-99-9-uptime-sla-three-nines\">99.9% Uptime SLA (Three Nines)<\/h3>\n\n\n\n<p>Many services guarantee <a href=\"https:\/\/uptime.com\/blog\/what-is-99-9-uptime\">99.9% uptime<\/a>, allowing for roughly 43 minutes and 12 seconds of downtime each month. This is typically considered the industry standard.<\/p>\n\n\n\n<p>Examples of companies that guarantee 99.9% uptime include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Google Cloud Standard Tier Data Transfer<\/li>\n\n\n\n<li>Google Workspace<\/li>\n\n\n\n<li>The Caspio Low-Code Platform<\/li>\n\n\n\n<li>Mews Hospitality Management System<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-99-99-uptime-four-nines\">99.99% Uptime (Four Nines)<\/h3>\n\n\n\n<p>With a <strong>99.99% guaranteed uptime SLA<\/strong>, the allowable downtime drops to just 4 minutes and 19 seconds per month. This level is ideal for businesses that need near-constant availability, such as financial services, healthcare platforms, or large-scale e-commerce sites.<\/p>\n\n\n\n<p>Examples of companies that guarantee 99.99% uptime include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slack<\/li>\n\n\n\n<li>Azure Active Directory<\/li>\n\n\n\n<li>Okta Identity Clouds<\/li>\n\n\n\n<li>DigitalOcean Networking Products<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-99-999-uptime-five-nines\">99.999% Uptime (Five Nines)<\/h3>\n\n\n\n<p>Considered the gold standard for service reliability, <strong>99.999% uptime<\/strong> means that a system is only down for 5 minutes and 15 seconds per year, making it the standard for emergency response systems.<\/p>\n\n\n\n<p>Otherwise, this level of availability is relatively rare, as it\u2019s expensive to maintain and requires extensive redundancy and failover protocol.<\/p>\n\n\n\n<p>Examples of companies that guarantee 99.999% uptime include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Intermedia Cloud Communications<\/li>\n\n\n\n<li>Stratus Server Systems<\/li>\n\n\n\n<li>Prisma SASE<\/li>\n\n\n\n<li>Amazon Web Services Emergency Response Architecture<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-should-your-business-or-service-have-an-uptime-sla\">Should Your Business or Service Have an Uptime SLA?<\/h2>\n\n\n\n<p>Deciding whether to implement a guaranteed uptime SLA comes down to a few factors:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-industry-are-you-in\">What Industry Are You In?<\/h3>\n\n\n\n<p>If your clients rely on the uninterrupted availability of your website, service, product, or platform to conduct their own business, then offering a high uptime guarantee shows customers that you\u2019re committed to maintaining a high standard and are willing to take accountability if those standards aren\u2019t met.<\/p>\n\n\n\n<p>You can click through below to see examples of industry-specific SLAs and compare them to your current service offering for more insight into when these uptime guarantees are relevant.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-examples-of-uptime-slas\">Examples of Uptime SLAs<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Network uptime guarantees<\/strong> cover the availability of data-transmission infrastructure \u2014 routers, switches, and other networking hardware \u2014 such as the one offered by the <a href=\"https:\/\/www.liquidweb.com\/policies\/sla\/\">Liquid Web SLA<\/a>.<\/li>\n\n\n\n<li><strong>Software uptime guarantees<\/strong> are part of the SaaS model so that customers know the product they\u2019re paying for will be available when needed. <a href=\"https:\/\/business.adobe.com\/au\/resources\/experience-manager\/sites\/sla-update.html#:~:text=Our%2099.99%25%20SLA%20assures%20that,downtime%20and%20ensuring%20maximum%20reliability.\">Adobe Experience Manager<\/a> offers a 99.99% guarantee in their uptime SLA.<\/li>\n\n\n\n<li>Hosting companiesprovide <strong>server uptime guarantees<\/strong> to assure clients that the underlying physical or virtual servers powering their services will remain online. <a href=\"https:\/\/www.hostinger.com\/legal\/hosting-agreement\">Hostinger\u2019s \u201cuptime formula\u201d<\/a> promises the industry standard of 99.9%.<\/li>\n\n\n\n<li><strong>Cloud uptime guarantees <\/strong>have skyrocketed in importance as more clients rely on cloud infrastructure for everything from casual data storage to running their missing critical applications. <a href=\"https:\/\/cloud.google.com\/run\/sla\">The Google Cloud Platform<\/a> guarantees 99.95% monthly uptime, limiting downtime to approximately 22 minutes.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-are-you-capable-of-consistently-meeting-those-standards\">Are You Capable of Consistently Meeting Those Standards?<\/h3>\n\n\n\n<p>Infrastructure matters when evaluating what level of uptime you can guarantee, so sometimes, it\u2019s better to hold off until you\u2019ve invested in some upgrades. Overpromising can lead to costly service credits and affect your online reputation.<\/p>\n\n\n\n<p>The best way to evaluate whether you\u2019re ready is to use a reliable uptime monitoring platform and <a href=\"https:\/\/uptime.com\/blog\/sla-reporting-tips-best-practices\">SLA reporting tool<\/a> to assess your current capabilities over a year.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-what-are-your-competitors-doing\">What Are Your Competitors Doing?<\/h3>\n\n\n\n<p>Online services are incredibly competitive, so if you\u2019re willing to stand behind your service\u2019s performance, one-upping others in the industry can become a tempting selling point.<\/p>\n\n\n\n<p>For example, if competitors of a similar size and price point have a 99.9% uptime guarantee, your offering an SLA promising 99.99% uptime can give you the edge.<\/p>\n\n\n\n<p>However, an SLA might not be necessary in some situations, like if you\u2019re a smaller startup or have internal-facing services where your clients are more forgiving of occasional downtime.<\/p>\n\n\n\n<p>Similarly, if your product is not mission-critical, you may get more competitive value from maintaining a lower cost rather than promising a particular availability.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-set-up-your-own-uptime-sla-reporting\">How To Set Up Your Own Uptime SLA Reporting<\/h2>\n\n\n\n<p>It\u2019s easy to set up a <a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360016346700-Public-SLA-Page\">Public SLA page<\/a> through Uptime.com, and in just a few minutes, you\u2019ll have a live display of summary metrics on global uptime, outages, and total downtime for your public or private URL.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Log in to your Uptime.com dashboard and click \u201cStatus Pages\u201d then \u201cNew Status Page.\u201d Select \u201cPublic SLA Pages.\u201d<\/li>\n\n\n\n<li>Click the Gear icon &gt; Global Setting and tick the following boxes: \u201cMake this page available publicly.\u201d \u201cAllow search indexing of status page.\u201d Then, \u201cAllow subscribers to this page.\u201d<\/li>\n\n\n\n<li>Click the Gear icon &gt; Customize Look &amp; Feel. Add the Google Analytics Property ID.<\/li>\n\n\n\n<li>If desired, upload your custom logo and any custom CSS.<\/li>\n\n\n\n<li>Once your Public SLA Page is set up, you can share the public-facing page with clients and keep them informed of your service reliability.<\/li>\n<\/ol>\n\n\n\n<p>Don\u2019t have access to a performance dashboard yet?<\/p>\n\n\n\n<p><a href=\"https:\/\/uptime.com\/accounts\/register\">Start your 14-day free trial<\/a> of Uptime.com\u2019s top-rated website monitoring Premium Plan \u2014 no credit card required \u2014 and immediately set up your own uptime <a href=\"https:\/\/support.uptime.com\/hc\/en-us\/articles\/360017118860-Creating-an-Uptime-com-SLA-Report\">SLA measurement and reporting<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn what an uptime SLA is, how to create one, and the metrics you need to leverage SLAs as a transparency tool to earn customer trust.<\/p>\n","protected":false},"author":1,"featured_media":6374,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9],"tags":[191,207],"ppma_author":[169],"class_list":["post-6366","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","tag-reporting","tag-sla"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is an Uptime SLA Guarantee and Should You Have One?<\/title>\n<meta name=\"description\" content=\"Learn what an uptime SLA is, how to create one, and the metrics you need to leverage SLAs as a transparency tool to earn customer trust.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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