Atera Service Level Agreement
Catalog row in Vendor License Programs · Cited
- Kind
- Service level
- Term
- For the Subscription Term of an eligible Enterprise-tier plan.
- Aliases
- SLA; uptime SLA
- Definition
- SLA: "This Service Level Agreement (“SLA”) applies to Atera’s Enterprise Plan clients (“Client”), who are current on their payment obligation."
- Commercial rules
- Commitment: 99.9% Monthly Uptime Percentage for the Core Service (RMM and PSA, excluding API, add-ons, integrations and trial or beta features). Sole remedy: service credits of 5%, 10%, 15% or 20% of the monthly fee (or 1/12 of the annual fee) for availability below 99.9%, 98%, 95% and 90%. Credits go to the account balance for future use only, must be claimed within 30 days of month end, and are not transferable. Support response targets range from under 120 minutes (Critical, 24/7) to under 2 business days (Low).
- Applies to
- Atera Enterprise (IT Department) plan; the MSP pricing page lists the same 99.9% uptime SLA for Superpower.