01
SLA components
- Covered service and exclusions
- Availability target and measurement
- Scheduled maintenance
- Incident severity and response targets
- Customer reporting requirements
- Credits and caps
- Third-party dependency exclusions
02
Current public position
The public site does not publish a binding uptime percentage. Contracted targets should be added only after production monitoring and support coverage are established.
03
Operational implementation
- Assign an owner for implementing and reviewing the obligations described in Service Level Agreement.
- Map the policy to product settings, contracts, support procedures, data flows, records, and staff responsibilities.
- Keep the public language aligned with actual production behaviour and contracted commitments.
- Retain approval, effective-date, change-history, and customer-notice records.
04
Review triggers
- A material product, pricing, data-processing, security, vendor, or support change.
- A new jurisdiction, customer class, contract requirement, or regulatory obligation.
- An incident, complaint, audit finding, or operational exception that shows the published process is incomplete.
- A change that could create publishing status before impact and scope have been confirmed.
05
Decision and verification record
Scope
Name the website, environment, URLs, entities, templates, or user journeys included in the service level agreement decision.
Decision
Record the chosen action, owner, priority, dependencies, approval, and the evidence that justified it.
Verification
Exercise the check and alert path, confirm escalation and customer communication, and retain recovery evidence.
Next useful action
Turn service level agreement into an accountable record.
An implementation checklist showing where Service Level Agreement is reflected in product behaviour and business procedure.