# What a Good SLA Looks Like

- Link: https://dbr-soft.com/what-a-good-sla-looks-like/
- Published: 2026-10-17T15:18:35+00:00
- Author: David Botero

A service level agreement (SLA) turns promises into measurable commitments. Without
one, “fast support” means whatever the provider says it means.

**Key elements**

**Response time.** How quickly the provider acknowledges and starts work on a ticket,
usually by priority.

**Resolution time.** How quickly they aim to fix the issue. Response alone isn’t
enough.

**Priority definitions.** Clear levels, such as:

– **Critical:** business-stopping outage affecting many users

– **High:** major function impaired

– **Medium:** single user or workaround available

– **Low:** requests and minor issues

**Hours of coverage.** Business hours, extended hours, or 24/7, and how emergencies
are handled outside hours.

**Included services.** What’s covered and what costs extra.

**Uptime commitments** for managed services or hosted systems.

**Reporting.** Regular reports showing performance against targets.

**Remedies.** What happens if targets are missed, such as service credits.

**Escalation path.** Who to contact if you are not satisfied.

**Termination terms.** Notice periods, data return, and transition help.

**Signs of a good SLA**

– Specific numbers, not vague words like “prompt” or “as soon as possible”

– Different targets for different priorities

– Regular reviews and reports

– Realistic commitments the provider can meet

**Red flags**

– Response times but no resolution targets

– No penalties or accountability

– Exclusions that cover most real problems

– Hidden charges for common requests

**Review it**

Revisit the SLA yearly, and when your business changes.

**DBR Soft provides clear SLAs with regular performance reporting.** **[Contact us for more information.](https://dbr-soft.com/contact/)**

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