SaaS Service Level Agreements (SLAs): 6 Red Flags in Vendor Terms
Evaluating B2B software vendor contracts? Look out for unverified uptime percentages, weak remedy clauses, and hidden maintenance windows.
Service Level Agreements (SLAs) guarantee software availability and performance standards. However, vendor contracts often include loopholes that exempt them from paying credits during major outages.
1. Unclear Scheduled Maintenance Windows
Vendors often exclude unlimited scheduled maintenance from their 99.9% uptime calculation. Ensure maintenance is capped at specific low-traffic hours.
2. Sole Remedy Limitations
Check if SLA credits are your sole and exclusive remedy for extended downtime. If downtime causes major financial loss, strict sole remedy clauses prevent recovering damages.
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