← Back to glossary Category: Tehnologie · Acronym: SLA SLA (Service Level Agreement) Quick answer: Contractual guarantee of availability, support response time and technical performance. Key takeawaysUptime 99.9% = max 8.76 hours downtime/year (43 min/month)Uptime 99.95% = max 4.38 hours/year (22 min/month)Uptime 99.99% = max 52 min/year (4.4 min/month) — very high infrastructure costs Definition SLA (Service Level Agreement) is the contractual agreement promising concrete operational metrics: guaranteed uptime (% active), incident response time (under 1h, 4h, etc.), resolution time, backup frequency, RPO/RTO for disaster recovery. Typical SaaS tiers Uptime 99.9% = max 8.76 hours downtime/year (43 min/month) Uptime 99.95% = max 4.38 hours/year (22 min/month) Uptime 99.99% = max 52 min/year (4.4 min/month) — very high infrastructure costs Azuvio SLA Published per plan. Custom SLAs (with contractual penalties) available for Enterprise. Public status page + internal Prometheus + Grafana monitoring. Frequently askedWhat if the vendor breaches SLA?In serious SLAs the contract provides credits (% of monthly fee) as penalty. Full business damages are rarely covered — standard limitation-of-liability clause. Where Azuvio fitsPlanuri & SLA Azuvio Related termsMulti-tenant — SaaS architecture where one software instance serves many logically-isolated customers.Smart Layer — Modern orchestration layer over the existing ERP — adds OMS, WMS, EDI, marketplace without replacing accounting. Last updated: 2026-07-17