Uptime SLA's Explained

The article introduces Derick, the sole legal counsel for Vector AI, who is tasked with addressing uptime in a crucial cloud services contract. Unfamiliar with “uptime” in this context, he learns that it refers to the operational performance of a service, expressed as a percentage. Higher uptime percentages, like “five nines” (99.999%), indicate better reliability. Derick discovers that uptime calculations need precision, considering factors like minor downtimes and scheduled maintenance. Service providers offer credits as compensation for not meeting uptime levels, with various conditions applied. The article also highlights termination rights if service levels significantly impact a client’s business. Throughout the learning process, Derick uses ContractNinja, a tool that simplifies the drafting of tech-related contracts.

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