Heroku Service Level Agreement

Uptime or destination availability is a general metric that is displayed when evaluating a service level contract. This is the expected operating time of the service provider, with no scheduled maintenance or shutdown time. These figures are generally displayed somewhere between 95% and 99.9999%. Additional decimals may seem like a marketing tactic, but they are important. These providers provide limited or no information on the availability of objectives and service guarantees. We have included links to their service or development agreements, but it is best to contact their sales teams directly for specific details. At Bearer, we have brought together the SLAs for a large number of suppliers. Below are SLAs for some of the most widely used APIs and web services. Service credits are a form of future repayment for a problem.

Instead of refunding previous usage, service credits can be applied to future uses. An ALS is a contract between the service provider and the customer that explicitly states the terms of service. Apart from general legal information, the area we want to focus on with ALS is the assurance or assurance that certain expectations will be met. These expectations can range from operating time and reimbursement for prolonged outages to response times for the support team. Some SLAs will mix elements of the customer agreement with the company`s offerings. If we look at insurance, we are primarily looking for destination availability, service credits and support response time. A clause that is consistently displayed in many service level agreements related to the operating time of third parties. For example, if aws has a failure that reduces the provider`s service, target availability may not apply. In an ecosystem where most APIs use a cloud service provider`s infrastructure to deliver their services, they also face external vendor challenges. As a result, many SaaS services will include in their SLA technology a clause that removes or reduces liability in the event of a failure of their own external provider. This is not limited to cloud services, but can also affect any network infrastructure between your services and those of the provider.

Keep this in mind when calculating the risk of using an API based solely on its SLA warranties. Ideally, ALS would be easy to find. Unfortunately, this is not always the case. You will often find ALS in the terms and conditions of the development agreement or on the legal page of the API provider`s website. Depending on the type of service, different SLAs may be available for the service itself and the API. For example, some providers that offer a basic service with an API as a secondary function can only guarantee the operating time and support of the service itself, not the API. This is generally not a problem, but it can be a problem if their outward-looking resources are not as reliable as the internal APIs that power the service. There are third-party services that can help track ALS and monitoring agreements. The best way to start monitoring ALS obligations is to start monitoring the availability of the API. You can do this by tracking through your own application, using the integrity assessment points, if you`ve proposed it, and following the vendor`s status page. It`s interesting to note that status pages are often manually updated, so they don`t inform you of immediate downtime or problems that the provider doesn`t think is warranted.

It is not usual for a missed assistance availability target to result in service credits in an ALS, as these figures are met more reliably and have fewer variables than the availability of the service. CloudAMQP does everything we can to keep your service in service.