Service Level Agreement

An SLA must be tailored to the specific needs of each online store, so there is no universal template. It is crucial to precisely define the level of service, methods of measurement, and procedures in case standards are not met. Additionally, the agreement should be flexible to adapt to changing business needs.

It is also important to specify the duration of the agreement and the conditions for its modification. This ensures the SLA is appropriately tailored to the needs of the online store, providing effective protection and high-quality services.

An SLA package consists of two parts: a fixed fee for platform maintenance and the cost of repairing specific failures based on the developer hours needed to fix the issue. Additionally, the package may include various levels of responsibility, often measured in the number of hours and days of the week (e.g., 24/7 or 12/5) that the support team is available. The choice of a specific type depends on the individual needs of the store and the available budget. If the online store requires continuous care and quick response to potential problems, a 24/7 SLA support package may be beneficial. For smaller stores or those with fewer transactions, a package offering partial weekly coverage may be sufficient.

To ensure you choose the best solution, it's worth consulting with a specialist who understands the nature of your business and can recommend the best package.

When entering into an SLA, it's important to remember that it is not a tool that provides full protection against all potential technical problems or failures. It is a tool to minimise risk and ensure the appropriate quality of services (but not an absolute guarantee of flawless operation). As the name suggests, it guarantees protection only at a specified service level. Depending on the individual agreements, it may not include, for example, implementing new solutions or fixing errors resulting from unforeseeable events.

Such results can be achieved by other types of agreements, such as maintenance contracts or development agreements. A maintenance contract typically includes a monthly package of hours that offers both ongoing support and development.

While you might hear that "warranty" and "SLA" are used interchangeably, it's important to understand that they refer to two different agreements, thus guaranteeing different results. A warranty typically ensures the correct operation of the platform (including repair of any defects if necessary) for a period after project completion (e.g., 12 months). An SLA, on the other hand, offers greater flexibility in terms of both duration and the range of services provided, including availability levels, response times, and procedures in the event of failures.

When entering into an SLA in the IT field, it's essential to consider several key issues. First, clearly define the terms of the agreement (response times, failure response procedures, and responsibility for delays). Second, to ensure the agreement is professionally and comprehensively executed, choose an experienced software house. At Advox, we have been working in the eCommerce industry for over 15 years, meeting the needs of various online businesses (our portfolio includes B2B and B2C projects for both Polish and international clients). Over the years, we have not only developed our own working style that takes into account the specifics of the industry but also built a team that will handle every area of your online store.