SLA (Service Level Agreement)
A contractual commitment on service quality. PURIST's uptime SLA is 99.97% meaning less than 2.6 hours of unplanned downtime per year across all deployed workflows.
Expert insight
An SLA on an automated workflow is only meaningful if the workflow's actual failure modes are known and monitored, promising "99.9% uptime" without genuine alerting on failures is a number nobody can verify, including the person who set it. SLAs should be backed by the same monitoring that would catch a breach before a client notices.
In a real workflow
A support SLA of a first reply within four business hours is monitored automatically with escalation.
Common mistakes
- Promising SLAs that are not measured.
- Ignoring time zones and business hours in SLA timers.
Complexity level
Anyone can understand this no technical background needed.
See it in action
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Intercom vs Freshdesk compared head to head: Fin per-resolution pricing vs per-agent plans after the 2026 price rise, AI agents, ticket workflows, channels, real monthly cost for a 10-agent team and a clear pick.
The Joiner Mover Leaver Policy Template: Ownership, SLAs, and Compliance
The joiner-mover-leaver policy template itself: section-by-section ownership matrix, SLA language by termination type, and the three ownership gaps our client audits find most often.
Purchase Order Approval Automation: Eliminate the Email Chain That's Slowing Every Deal
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