Busting the myth of 100% uptime for SLAs | Algolia

Companies rely on dependable infrastructure for their operations, and Service Level Agreements (SLAs) act as insurance policies when these services fail. The more critical a service is to a company's operations, the stronger the SLA needs to be. However, some companies promise 100% uptime in their SLAs despite it being mathematically impossible due to dependencies on intermediary devices and networks. Algolia has designed its SLA with three goals: simplicity, transparency, and refund guarantee. Their Premium SLA offers a unique ability to detect downtime quickly and provides a refund based on the duration of the outage. This approach aims to remind customers of their reliability and incentivize them to maintain high uptime levels.