Vendor SLA Requirements Framework
Critical Infrastructure Services
- Uptime Requirements: 99.9% availability (max 8.76 hours downtime/year), planned maintenance limited to 4 hours/month with 72-hour advance notice
- Performance Standards: API response time <200ms (95th percentile), database query response <100ms, network latency <50ms between data centers, Recovery Time Objective (RTO) <4 hours, Recovery Point Objective (RPO) <1 hour
Business Application Services
- Support Coverage: 24/7/365 monitoring and support, Severity 1 (business down) - 1 hour response/4 hour resolution, Severity 2 (major impact) - 4 hour response/24 hour resolution, Severity 3 (minor impact) - next business day response
- Reporting Requirements: Monthly SLA performance reports, quarterly business reviews, real-time status page updates, annual service improvement planning
Security & Compliance SLAs
SOC 2 Type II compliance required, vulnerability patching within 30 days, incident notification within 2 hours, GDPR compliance for EU data, data deletion within 30 days of termination
Penalty Structure
5% monthly fee credit for each 0.1% below SLA threshold, 25% credit for security incidents, immediate contract review for repeated violations
Current Scale Considerations
250+ employees, 1000+ customers supported, planning for 2x scale within 18 months, US-based operations with some EU customer data, 15+ integrated business systems.
