Service Level Agreements (SLAs) Explained
A Service Level Agreement, or SLA, is the part of your contract that puts numbers to our promises. Rather than vague assurances of 'fast support', it states measurable commitments you can hold us to.
Understanding the key terms helps you choose a level of service that matches how critical your site is to your business.
Why a Written SLA Matters
Verbal promises are easy to misremember and impossible to enforce. Writing the agreement down gives both sides a shared reference and protects you if expectations ever differ.
It also forces useful conversations up front — about how critical your site is, what disruption you can tolerate, and what you are prepared to pay for peace of mind.
- A clear record you can refer back to.
- Agreed definitions that avoid disputes.
- A basis for measuring whether service is being met.
- Confidence for your own stakeholders and customers.
What an SLA Defines
A good SLA is specific and measurable. It removes ambiguity about what happens when you need help.
- Availability: the uptime we aim to maintain.
- Response time: how quickly we acknowledge an issue.
- Resolution targets: how quickly we aim to fix it.
- Support hours: when the SLA applies.
Why Tiers Exist
A small brochure site rarely needs the same guarantees as a busy online store. Tiered SLAs let you pay for the assurance you actually require, rather than over- or under-buying support.
Frequently Asked Questions
What if you miss an SLA target?
Agreements usually include remedies such as service credits, and we always explain the cause and the fix in your report.
Can I upgrade my SLA later?
Yes. As your business grows or traffic rises, you can move to a higher tier with tighter response and resolution targets.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.