Conversation

One of the things you learn early in your career is that SLA advertised by SaaS platforms aren't worth anything. Unless there are severe, enforceable penalties for SLA breaches (emphasis on "enforceable"), you're shit out of luck.

Can't prove a SLA breach happened? Service status page is all green? You get nothing. Oh maybe you do, it's a small percentage of your monthly bill. So again, nothing.

Remember that when offloading tech systems to an external provider.