Since CIOs want to know what they can expect from their service providers, everyone is interested in obtaining a Service Level Agreement (SLA) as a guarantee of uninterrupted system delivery. While the gold standard is five nines, or 99.999% uptime, few service providers will be able to offer it. Nevertheless, it seems that customers have nothing against the figure of 99.9%, which means that the downtime is only 0.1%. It looks impressive until you do math. A 99.999% dream is 5 minutes 26 seconds, 99.9% uptime implies 8 hours 46 minutes of downtime per year, while a service level of 99% uptime means the average annual downtime is 87 hours 40 minutes. Therefore, before signing an SLA, it is necessary to fully understand and accept the fact that your company is out of service for many hours – all this under the terms of the agreement. APTTUS may change this SLA from time to time by posting a modified version on its website and sending a message to the customer (an email to the customer`s sponsor is considered sufficient in this case). Such modification is deemed accepted and will be effective 30 days after such notification (the “Proposed Modification Date”), unless the Customer first notifies APTTUS in writing that the change has been refused. In case of refusal, this SLA will continue in accordance with the original provisions and the modification will take effect at the beginning of the customer`s next subscription period after the proposed modification date. The continued use of the service by the customer after the effective date of a change confirms the customer`s agreement. This SLA may not be modified in any other way except by written agreement entered into by authorized representatives of each party. (a) we will make the Services and Content available to you in accordance with this Agreement and the corresponding order forms, (b) provide the applicable SFDC standard support for the Services and/or update support in the event of purchase, (c) make economically reasonable efforts to ensure that the Online Services are available 24 hours a day, 7 days a week, with the exception of: (i) expected downtime (which we notify you electronically in accordance with the documentation) and (ii) any downtime caused by circumstances that are not adequately controlled, including z.B.

Force majeure, government act, flood, fire, earthquakes, riots, acts of terrorism, strike or other work problems (except for a problem involving our employees), failure or delay of the internet service provider, non-SFDC use or denial of service attack. Salesforce`s obvious anti-customer attitude may seem quixotic, but it makes sense from a software vendor`s perspective. Why offer free service credits or other bonuses when most customers will still buy your goods? But from the customer`s perspective, people scratch their heads and wonder if another customer has extracted a better SLA. If everyone uses the same underlying infrastructure, why should Salesforce promise different service levels to different customers? Although Salesforce is not bound by a default SLA, except in specifically negotiated cases, it has entered into a Master Subscription Agreement. As a result, the service provider rather vaguely commits to “making economically reasonable efforts to make online services available 24/7.” In addition, the provider states that it has had a proven reliability of 99.9+ % uptime for years and has provided a community page providing real-time information on system performance and security to indicate the hosted operating time and service interruptions for the previous month. Salesforce is used for data centralization and is generally considered a single source of truth for marketing, distribution, and customer service, where they refer to responses related to campaigns, leads, accounts, contacts, opportunities, quotes, deals, analytics, and more.