What is the maximum downtime of Salesforce SLA?
As a developer, my customers rely on constant connectivity to Salesforce.com and therefore need to know what the SLA is for salesforce.com services in the event of a service disruption? Is there a maximum outage period committed to by Salesforce?
From the Master Service Agreement as at May 2016
3.1. Provision of Purchased Services. We will (a) make the Services and Content available to You pursuant to this Agreement and the applicable Order Forms, (b) provide applicable SFDC standard support for the Services to You at no additional charge, and/or upgraded support if purchased, (c) use commercially reasonable efforts to make the online Services available 24 hours a day, 7 days a week, except for: (i) planned downtime (of which We shall give advance electronic notice as provided in the Documentation), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, for example, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labour problem (other than one involving Our employees), Internet service provider failure or delay, Non-SFDC Application, or denial of service attack.
From Proven reliability
Our track record speaks for itself: Salesforce1 Platform has a proven 99.9+ percent uptime record for years. To ensure maximum uptime and continuous availability, Salesforce1 Platform provides redundant data protection and the most advanced facilities protection available, along with a complete data recovery plan. Does salesforce.com have a Salesforce SLA for its services? You should contact your AE [Account Executive] for their official uptime document.
Answer (1)
The maximum downtime of Salesforce under its Service Level Agreement (SLA) varies depending on the specific service and plan. However, Salesforce generally guarantees a high level of availability. The typical SLA for Salesforce services is as follows:
Salesforce Availability Commitment
Standard SLA: Salesforce commits to a minimum of 99.9% uptime per calendar month for most of its core services.
Calculating Downtime
To understand what 99.9% uptime means in terms of maximum downtime, let's break it down:
Per Day:
Total minutes in a day: 24 hours * 60 minutes = 1,440 minutesMaximum downtime: 0.1% of 1,440 minutes = 1.44 minutesPer Month:
Assuming a 30-day month: 30 days * 1,440 minutes = 43,200 minutesMaximum downtime: 0.1% of 43,200 minutes = 43.2 minutesPer Year:
Total minutes in a year: 365 days * 1,440 minutes = 525,600 minutes
Maximum downtime: 0.1% of 525,600 minutes = 525.6 minutes
Summary
- Daily Maximum Downtime: Approximately 1.44 minutes
- Monthly Maximum Downtime: Approximately 43.2 minutes
- Yearly Maximum Downtime: Approximately 525.6 minutes
Higher Availability Options
Salesforce offers different levels of service and may provide higher availability guarantees (such as 99.95%) for premium or customized agreements, which would reduce the maximum allowable downtime further.
Importance of Reviewing Specific SLAs
It's crucial to review the specific SLA details for your Salesforce service plan, as they may have unique terms and conditions. Additionally, the SLA may have different commitments for various Salesforce products, such as Sales Cloud, Service Cloud, or Marketing Cloud.
Additional Considerations
Planned Maintenance: Often, planned maintenance windows are excluded from the SLA uptime calculation.
Force Majeure: Certain events beyond Salesforce's control may be excluded from the SLA terms.
For the most accurate and detailed information, always refer to the official Salesforce SLA documentation provided during contract negotiation or available through Salesforce customer