SLA

How it works

• Lists response times, uptime targets and the remedy for a miss.
• Check what counts as a response and whether it applies to you.
• If a number is not written down, it is not a promise.

What can go wrong (example scenario)

A five-person law firm assumes its IT provider will answer the same day. During a court-filing week the server goes down and nobody answers for two days. The agreement never said how fast anyone would respond.

How WILDCARD handles it

WILDCARD does not sign SLAs. Each card states the response expectations you can plan around, and the card tells you which support you are buying.

• A dental office wants to know how fast someone picks up when the schedule stops.
• A law firm asks whether uptime for email and the document system is a written promise or a target.
• A contractor on pay-as-you-go support accepts first come, first served help in exchange for no monthly fee.

A question owners ask

Do I need an SLA from my IT provider?

You need to know what to expect. Ask how fast they respond to something that stops work, what their support hours are, and whether that is a promise with a penalty or a target they hold themselves to.