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Akamai Service Level Agreement

Akamai Service Level Agreement: What You Need to Know

Akamai Technologies, Inc. is a leading content delivery network (CDN) and cloud services provider that enables businesses to deliver their digital experience to customers across the world. The company offers a range of products and services, including web and mobile performance solutions, security solutions, and cloud storage.

As a customer of Akamai, you are entitled to a service level agreement (SLA) that outlines the service levels that the company guarantees to meet. The SLA is a legal agreement between you and Akamai that defines the responsibilities of both parties and provides a framework for resolving any disputes.

What is a Service Level Agreement?

A service level agreement (SLA) is a contract between a service provider and a customer that defines the level of service to be provided and the metrics used to measure performance. The SLA typically includes details on service availability, response times, and problem resolution. It also sets out the consequences if the service provider fails to meet the agreed-upon service levels.

The Akamai SLA

The Akamai SLA defines the service levels that the company guarantees to meet for its various products and services. The SLA covers a range of metrics, including availability, response times, and problem resolution. Here are some of the key features of the Akamai SLA:

Availability: Akamai guarantees a minimum service availability of 99.99% for most of its products and services. This means that the service will be available for use at least 99.99% of the time in any given month. If the service availability falls below this level, you may be entitled to service credits.

Response Times: Akamai guarantees response times for various types of support requests, such as critical issues and non-critical issues. The company aims to respond to critical issues within 15 minutes and non-critical issues within 2 hours. If Akamai fails to meet these response times, you may be entitled to service credits.

Problem Resolution: Akamai guarantees to resolve critical issues within 2 hours and non-critical issues within 4 hours. If the company fails to resolve the issue within these timeframes, you may be entitled to service credits.

Service Credits: If Akamai fails to meet the service levels defined in the SLA, you may be entitled to service credits. These credits can be used to offset future charges for the service.

Conclusion

The Akamai SLA is an important document that outlines the service levels that the company guarantees to meet. As a customer of Akamai, you should be familiar with the SLA and understand the metrics that are used to measure service performance. If you have any questions or concerns about the SLA, you should contact Akamai support for more information.