Skip to content
All guides
Enterprise ready4 min read

How to write your first Service Level Agreement (SLA)

The useful frame is not "is this secure" but "what does an attacker get if this one thing goes wrong, and how quickly would we know".

The useful frame is not "is this secure" but "what does an attacker get if this one thing goes wrong, and how quickly would we know".

This piece walks through how we think about it at Paycux, what we have changed our minds about, and where the sharp edges are.

Define the level of service functionality your customer can expect

That brings us to define the level of service functionality your customer can expect. Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Lay out metrics for monitoring your service

Consider lay out metrics for monitoring your service. Detection beats prevention when prevention is uncertain. If you cannot stop a class of abuse outright, make sure it produces a signal loud enough that someone sees it the same day.

Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

  • Scope credentials to the smallest useful blast radius
  • Alert on the abuse you cannot prevent
  • Exercise the rotation path before you need it
  • Log the decision, not just the outcome

Offer an escalation for resolving issues

Offer an escalation for resolving issues is where this gets concrete. Blast radius is the metric that actually matters. A credential that can read one organization's data is an incident; the same credential scoped to every organization is a company-ending event, and the difference is a design decision made months earlier.

Blast radius is the metric that actually matters. A credential that can read one organization's data is an incident; the same credential scoped to every organization is a company-ending event, and the difference is a design decision made months earlier.

Provide remediation if an issue arises

Provide remediation if an issue arises deserves its own treatment. Blast radius is the metric that actually matters. A credential that can read one organization's data is an incident; the same credential scoped to every organization is a company-ending event, and the difference is a design decision made months earlier.

Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Detection beats prevention when prevention is uncertain.

Slack’s SLA has both a summary and details

Slack’s SLA has both a summary and details deserves its own treatment. Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Blast radius is the metric that actually matters. A credential that can read one organization's data is an incident; the same credential scoped to every organization is a company-ending event, and the difference is a design decision made months earlier.

Google’s Cloud Functions SLA defines terms

Google’s Cloud Functions SLA defines terms deserves its own treatment. Detection beats prevention when prevention is uncertain. If you cannot stop a class of abuse outright, make sure it produces a signal loud enough that someone sees it the same day.

Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Amazon’s S3 SLA outlines service credits with tables

That brings us to amazon’s s3 sla outlines service credits with tables. Detection beats prevention when prevention is uncertain. If you cannot stop a class of abuse outright, make sure it produces a signal loud enough that someone sees it the same day.

Rotate on a schedule, not on an incident. A rotation path that has been exercised is a routine change; one that has never been used is an outage waiting for the worst possible moment.

Where this leaves us

None of this is exotic. It is the ordinary discipline of deciding what you own, writing down what you assume, and making the failures loud enough to notice.

If you are working through the same problem and want to compare notes, the docs cover the mechanics and the console shows the behaviour on your own data.

Everything here, already built

Sign-in, enterprise SSO, directory provisioning, roles and an audit trail behind one API.

Stop reading, start shipping

The quickstart takes about ten minutes and leaves you with a working sign-in.