What is an SLA and why is it important?

SLA and its main components

When you rent a car, the contract with the car rental company may include a clause stating: «If a fault is found in the car, we will provide a replacement within 4 hours». Or: «We guarantee that you will be able to use the car 99.9% of the time. The remaining percentage is for maintenance».

The same applies to the Internet and services. Here, there is an SLA — an agreement between the service provider and the customer that clearly spells out the standards of quality, availability, and responsiveness. In other words, it is a commitment that the customer can rely on if something goes wrong.

Let's look at the components of a typical SLA model using examples:

Why can't a provider guarantee 100% service availability? Because a realistic SLA takes into account life as it is — with unforeseen situations and the need for technical support. 100% service availability is like promising that a car will never break down, the lights will never go out, and the Internet will work without a single second of interruption for an entire year.

• technical failures can occur;
• scheduled maintenance or updates need to be carried out;
• force majeure events can occur: accidents, power outages, equipment problems.

Therefore, in the service level agreement, companies promise, for example, 99.9% availability. This means that the service will be available almost all the time (the customer should be prepared for approximately 8 hours of «downtime» per year), but a small amount of time is allowed for maintenance or troubleshooting.

An SLA should not be confused with an OLA (Operational Level Agreement), which is an internal company document. It describes how different departments or teams within an organisation should interact with each other to ensure the proper level of service. For example, an OLA may specify how quickly technical support should forward a request to the infrastructure team or what stages are involved in launching critical systems.

Why an SLA is not just a «legal formality»

Many people perceive SLA as just another item in a contract — something purely «for show». But in fact, it is one of the most important tools for mutual understanding between the customer and the service provider. An SLA sets clear rules of the game: what the provider guarantees, what the limits of responsibility are, and what the customer will receive in the event of a breach of the terms.

Advantages of SLA for clients and providers:

1. Clear expectations and obligations. SLA helps both parties understand exactly what services will be provided, at what quality, and within what time frame. This reduces the risk of misunderstandings and conflicts.
2. Improved communication. The document defines channels and rules for interaction, which promotes transparent and effective information exchange.
3. Planning and control. The customer can better plan their business, and the provider can optimize resources, monitor the fulfilment of obligations, and improve service quality.
4. Increased trust. The existence of an SLA demonstrates the willingness of both parties to partner and take responsibility.
5. Dispute resolution mechanism. The service level agreement establishes procedures in case of violations, allowing for faster and more transparent problem solving.

Advantages of SLA for providers:

1. Clear framework of responsibility. Providers know exactly what they are responsible for, which helps to avoid unfounded claims.
2. Improved reputation. Providing services in compliance with SLA increases customer confidence and creates a positive image for the company.
3. Optimisation of internal processes. The criteria defined in the SLA encourage improved quality of work, process optimisation and resource utilisation.
4. Support for transparent customer relations. The SLA helps to reduce the number of conflicts thanks to clear and mutually agreed rules.
5. Ability to differentiate services. Providers can offer different SLA levels (basic, premium, etc.), which allows them to expand their business and better meet customer needs.

So, an SLA is not just a document. It is a means of protecting the client's interests, an indicator of the provider's maturity, and the basis for a stable partnership. If the service is critical to your business, then an SLA is not an option, but a prerequisite.

How SLA works at Maxnet: what we guarantee

At Maxnet, we don't just talk about SLA — we provide it upon individual customer request. Here's what is usually included in the contract:

• Service availability percentage — for example, 99.9% or other indicators that are discussed individually.
• Guaranteed speed — we specify the minimum that the customer will receive even in case of heavy traffic.
• Maximum latency (ping) — an important indicator for time-sensitive services.
• Response and troubleshooting times — we inform the customer when a technician will arrive and the approximate time it will take to resolve the issue.
• Notification of scheduled or unscheduled work — we also provide advance notice of scheduled or emergency work.
• Penalties/compensation — if the terms are violated, the customer receives compensation or other obligations from us.

This means that by signing an SLA agreement with us, you get more than just a «word»; you get a document that protects your business.