Reply to post: Re: SLAs

TLS termination, Teams toys – and holy 5G, Batman, Microsoft buys UK network software biz Metaswitch

MatthewSt

Re: SLAs

Get it in writing, and get him to acknowledge that he can't choose the days

Also remind him that while the SLA is financially backed, you tend to only get the amount of money back that you've paid for the service.

<99.5% (99.9% if you use the agreement) - 10% refund

<99% - 25% refund

<95% - 100% refund

And the final thing to remember is that your SLAs need to be multiplied together to get your true "guarantee". If your AKS cluster has 99.5% guarantee and your DB has 99.5% guarantee then they're separate guarantees so your system could suffer 3 days and 15 hours and 58 minutes of downtime (if they were off at different times) and each component would still have made its targets

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