What is salesforce uptime sla


Salesforce’s approach to SLA

In addition, the vendor states they have the proven reliability of 99.9+% uptime record for years and has provided a community page for real-time information on system performance and security to display hosted uptime and service disruptions for the prior month.Jun 18, 2018


Does Salesforce1 have an SLA for its uptime?

To ensure maximum uptime and continuous availability, Salesforce1 Platform provides redundant data protection and the most advanced facilities protection available, along with a complete data recovery plan. From Does salesforce.com have an SLA for its services? You should contact your AE [Account Executive] for their official uptime document.

What is a uptime SLA?

Uptime SLA In a Nutshell. At its core, an SLA (Service Level Agreement) is an agreement between a service provider and customer, which defines the level of service the former will provide to the latter. An Uptime SLA details the percentage of time your website is guaranteed to be up and available, rather than offline for any number of reasons.

How much downtime/unavailability does SLA provide?

SLA level of 99.9 % uptime/availability gives the following periods of potential downtime/unavailability: Daily: 1m 26.4s Weekly: 10m 4.8s Monthly: 43m 49.7s Yearly: 8h 45m 57.0s

What is the difference between Microsoft Azure and Salesforce’s SLA?

Microsoft Azure’s cloud services SLA provides two-tiers of reimbursement: 10% service credit for less than 99.95% uptime and 25% credit for less than 99% uptime. Salesforce.com might not even have an SLA, and comments that they have proven reliability of 99.9+ percent.


What is Salesforce availability SLA?

A service-level agreement (SLA) is a commitment between you and your customer. With Service Cloud, you can manage your service-level agreements with service contracts, entitlements, milestones, and assets. Set Up and Manage Entitlements and Milestones. Give your customers the level of support you’ve promised them.

What is Salesforce uptime?

Our track record speaks for itself: Salesforce1 Platform has a proven 99.9+ percent uptime record for years. To ensure maximum uptime and continuous availability, Salesforce1 Platform provides redundant data protection and the most advanced facilities protection available, along with a complete data recovery plan.

How long are Salesforce contracts?

Committing to a Salesforce contract of 3 or 5 years is very common. But it’s also extremely dangerous, because: You will pay for what you don’t use. You can’t decrease your amount of licenses.

What is SLA in service cloud?

A cloud SLA (cloud service-level agreement) is an agreement between a cloud service provider and a customer that ensures a minimum level of service is maintained.

How do I check Salesforce availability?

The color indications on the Status tab on Salesforce Trust site, determine the availability status of each instance….Use the Salesforce Trust siteGo to status.salesforce.com.Select the “Search Instance or Domain” text box in the top-center of the page.Hit “Enter/Return” key.

Is Salesforce High Availability?

Taking High Availability Even Higher Overall site availability — Salesforce has upped it year over year! In 2016, it rose from 99.97% to 99.98%. As of October 2017, the 2017 availability percentage is even higher: 99.99%.

How do Salesforce contracts work?

A contract is a written agreement between parties. Many companies use contracts to define the terms for doing business with other companies. Use Salesforce to establish and document the contracts that you have with your accounts and opportunities. Track the contract through your approval process.

How is contract end date calculated in Salesforce?

To automatically calculate contract end dates, select Auto-calculate Contract End Date, and then save your changes. If Salesforce automatically calculates a contract end date, it doesn’t appear on the contract’s edit page.

Does Salesforce automatically renew?

Auto-renewal of your subscriptions means a customer’s current subscription will automatically renew for the same term as their current subscription after the expiration of the current term. A customer can cancel or change an auto-renewal with 30 days notice.

What are the 3 types of SLA?

There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers. It is sometimes called an external service agreement.

What are the 4 aspects of SLA?

The main elements of a good SLA.Overall objectives. The SLA should set out the overall objectives for the services to be provided. … Description of the Services. The SLA should include a detailed description of the services. … Performance Standards. … Compensation/Service Credits. … Critical Failure.

What is the purpose of SLA?

A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.

How do I monitor Salesforce?

17 Free Ways to Monitor Your Salesforce OrgApplication Logging Framework. … Tooling API. … REST API – Limits. … Setup Audit Trail. … Health Check. … Salesforce Optimizer. … System Overview. … Apex Exception Emails.More items…•

How do I contact Salesforce support?

⚠️ Standard Success Plan Customers: If you have not purchased a Salesforce Success Plan, please note that phone support is only available for Severity Level 1- Business Stopping Issues….AMER.Region or CountryToll Free Phone NumberAvailable LanguagesAMER1-800-667-6389EnglishCanada1-877-282-1987French, English

How long is 99.9% uptime?

Denis Zhinko from ScienceSoft ran the numbers: 99.9% of guaranteed uptime means only eight hours and 42 minutes of downtime a year, while a guaranteed uptime of 99% means the average downtime would be 87 hours and 40 minutes. That’s 3.6 days that customers can’t access vital tools.

Is Salesforce willing to discuss terms of contract?

In essence: negotiate, negotiate, negotiate. The good news here is that Salesforce is willing to discuss some terms of the contract, upfront at least. But once you’ve signed, you’re at the mercy of Salesforce’s legal team.

Can you change seat count in Salesforce?

Salesforce won’t let you change your seat-count during a term. Salesforce has a complex pricing system that changes based on the functions made available and the number of users accessing the software, which gives their sales reps plenty of leverage to upsell you.

Does Salesforce have a solution?

Salesforce seems to have a solution to almost every business need, from sales and marketing to finance. Such a huge line of products is a lot for any sales representative to know inside and out, though you certainly hope they do. Being sold the right solution at the right size for your business is the very least of what a customer should expect from a company.

Does Salesforce include developers?

Your subscription price doesn’t include the cost for developers. It’s common to customize a Salesforce product into the exact solution your business needs to execute certain tasks. Salesforce typically farms out this customization process to third-party developers, which can quickly overtake your budget.

Can Salesforce integrations be cancelled?

Your integrations could be canceled at any time. For some teams, software integrations are invaluable. It may even be the case that a business chooses Salesforce over a competitor because of how Salesforce integrates with certain third-party tools that are essential to the operation of their business.

Does Salesforce have a warranty?

There are no warranties —express, impli ed, or otherwise.

What is a SLA in business?

A SLA allows each side to clarify what they want out of the relationship, and it specifies responsibilities and even penalties when one side does not hold up to the bargain. As the blog post indicates, three types of SLAs include service-based, customer-based, and multi-level.

What is the key component of a SLA?

One of the key components of any SLA is the service requirement . This could be fashioned in different ways, with a multi-tiered service offering consisting of different levels of support. Each tier may have its own service level, response time requirement, and set of responsibilities.

What is downtime in IT?

Downtime is generally viewed as any time that a system or service is not working. Companies do everything they can to maximize uptime. But what the customer sees and what the IT service provider sees may be two different things.

Ensure adequate uptime and support

Uptime is one of the most important aspects of a SaaS SLA, since even a small amount of downtime can negatively impact a business. Many of today’s leading SaaS vendors offer 99.5% to 99.9% uptime — with some caveats around scheduled maintenance in specified time windows.

Review the support options and escalation path

SaaS is designed to be multi-tenant and standardized — a concept that extends to its SLAs, too. Most vendors offer multiple tiers of support, with basic support included in the subscription.

Define unavailability penalties

If something does go wrong, it’s usually slow performance rather than unavailability. In that case, enterprises need to be able to prove it’s the service provider’s fault, not their own end users’ internet connection.

Think about customization options

Many enterprises question whether or not to customize SaaS offerings or how much customization to perform. SaaS products are typically designed to fit most use cases, and enterprises can deploy them right out of the box with little configuration. In some cases, enterprises can choose to tier SaaS products.

Prioritize security, compliance and reporting

Depending on your industry or specific enterprise requirements, you need to be careful about what data resides in a SaaS application. These requirements need to be part of the SLA, said Ed Featherston, technologist at Cloud Technology Partners, a consulting organization.


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