99.9% uptime.
Read the exclusions.

SLA credits are typically calculated as a percentage of monthly fees for each hour or period of downtime beyond the SLA threshold. Common formulas: 10% credit per hour of excess downtime, capped at 100% of the monthly fee. The problem: credits rarely compensate for actual business impact. Kontractually flags credit structures that are unlikely to provide meaningful remedies and notes whether termination rights exist for repeated failures.

Reasonable exclusions: scheduled maintenance (with advance notice), customer-caused outages, and force majeure events. Problematic exclusions: unlimited scheduled maintenance without notice, broad 'third-party provider' exclusions that cover core infrastructure, and 'best efforts' language that effectively eliminates the commitment. Kontractually flags exclusions that significantly limit SLA coverage.

Yes. Many SLA issues arise from the interaction between the MSA liability cap and the SLA remedy structure. Review both documents - the MSA for the liability cap, the SLA for the remedy structure - to understand whether SLA credits are the only available remedy or whether the MSA allows other claims.

For large SaaS vendors, SLA terms are often standard and non-negotiable. In that case, Kontractually's review helps you understand what you're accepting - specifically, the gap between the stated SLA and actual business impact if the SLA is breached. This informs your decision about whether the vendor is appropriate for business-critical use cases.