What is actually promised.
WHAT AN SLA IS
A stated commitment, usually about availability, with a remedy if missed.
WHAT THE REMEDY USUALLY IS
Service credits.
Not compensation for your losses.
WHY THAT MATTERS
A credit against next month's bill does not cover a day of lost trading.
WHAT TO READ
What is measured How it is measured What is excluded How you claim
THE EXCLUSIONS
Maintenance windows, your own configuration, and factors outside their control are typically excluded.
WHAT HIGH AVAILABILITY FIGURES MEAN
Translate the percentage into permitted downtime per month.
The difference between figures that sound similar can be substantial.
WHAT TO ESTABLISH
Whether the commitment covers the specific service you use, or the platform generally.
WHAT TO DO
Assume outages will occur, and plan for them.
WHAT NOT TO DO
Treat an SLA as a guarantee of continuity.
WHAT PROTECTS YOU
Your own arrangements: backups, fallbacks, and a plan.
