One term all outsourcing and Internet services use when discussing guarantees that their services will work is SLA – or Service Level Agreement – which promises to pay you a refund if they fail to meet certain standards.
While these sound good, they actually aren’t really worth much as the real problem is disruption to your business. So getting a month’s refund on a service outage that has caused havoc for your business and customers is little comfort for the time and stress is has caused you.
Service Level Agreements are fine as part of a service provider’s guarantees, but you should never assume they are going to cover even a fraction of the costs should you hit a problem. This is why it’s important to choose a good provider.
