SLA Preparation
Build SLAs that you can defend and operate: commitments grounded in your operating reality, measurement clear to both sides, remediation paths documented.
Overview
Founders commit to SLAs that look reasonable in the moment and break a year later when the operating cost exceeds the contract value. The fix is honest SLA construction: commitments your operating team has stress-tested, measurement both sides agree on, and remediation paths that do not collapse the relationship.
We build them.
Our Process
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1
Operating reality check
What can your team actually deliver today, at what cost?
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2
Commitment design
Uptime, response, resolution targets honest to operating reality.
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3
Measurement design
Same numbers both sides can verify.
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4
Remediation paths
Documented routes for breach, with proportionate consequences.
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5
Negotiation support
Live during partner contract negotiation.
Frequently Asked Questions
99.9% or 99.99% uptime?
Depends on your operating reality. We compute the gap and the cost of closing it.
What about clinical SLAs?
Coordinated with your QMS; clinical commitments handled with appropriate disclaimers.
Can SLAs be tiered?
Yes, common for enterprise vs. small-customer commitments.
How do remediation paths work?
Proportionate: response time miss → service credit; sustained breach → escalation; persistent breach → termination.
Sign SLAs you can operate against.
Tell us your current commitments. We will return a defensible SLA structure within three weeks.
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