If Your Enterprise Customers Want An SLA — Just Give It To Them. You Owe Them That Much.
JULY 7, 2019
Many start-ups and even larger SaaS customers are reluctant to provide a Service Level Agreement — an SLA — that says they will, well, stay up. It’s not our fault, they think. What if Amazon goes down? Or our email provider? That’s not our fault. The lawyers tell you to try to not to do this. Sometimes, the accountants too. But they are wrong. A n SLA is most importantly a cultural commitment. That you truly, fully stand behind an enterprise-grade product.