What happens if the SLA response time is not met?
In short and in plain language
This answer is about our response time.
We keep a record of when we reply. This way you can check it.
If we are ever late, we look for the cause. We talk about it openly with you.
We set the consequences with you in the contract.
We take our SLA commitments seriously and document every response time without gaps, so that compliance remains verifiable and does not rest on mutual feeling. Should an SLA breach occur in an exceptional case, we analyze the cause, initiate countermeasures and communicate this openly with you rather than concealing it.
The specific consequences of an SLA breach, such as credits or other arrangements, are agreed individually in the contract, so there is clarity from the start. For us, permanently eliminating the cause matters more than merely compensating an isolated case. This very transparency feeds into the monthly status report. Which arrangement makes sense for your project is something we discuss in the initial consultation.