Glossary
SLA (Service Level Agreement)
A formal contract that defines the level of service expected, measurable performance standards and the consequences if those standards aren’t met. In Ethora, SLA scope scales with your plan and deployment model.
General definition
An SLA, or Service Level Agreement, sets out the level of service a provider commits to and what happens when it falls short. Typical components include availability commitments (for example 99.9% uptime), performance metrics, support response times, maintenance windows, security and backup guarantees, and service credits for non-compliance.
The right parameters depend on the platform: a SaaS SLA covers application availability and feature functionality, while a Backend-as-a-Service SLA focuses on API availability, response times and database performance.
SLAs in the Ethora ecosystem
Ethora offers tiered SLA packages tied to your pricing plan. Higher tiers add priority technical support, faster reaction times, stronger uptime guarantees and more frequent backups — up to a dedicated support engineer and account manager.
Coverage also depends on your deployment: fully provider-managed cloud, customer-managed cloud with a software-level SLA, or an on-premises instance. For Chat SDK (Communication-as-a-Service) this spans concurrent connections, 99%+ message delivery, sub-100ms chat latency and HIPAA/SOC 2 compliance.
