SLA - guaranteed high availability level of your internet shop

SLA – a term which is defined as an agreement upon the quality of delivered services and procedures. Yet, it is also commonly referred to as a percentage expression of availability time of, for example, network service. Such availability time is declared by hosting and dedicated servers delivery companies. In case such complex service as IdoSell, SLA value is defined not only on the basis of the very server infrastructure but also the uptime of the services crucial for serving data from the server.

SLA is presented as a value representing the availability of the site over a given period of time. Interpretation of this value is not complicated. For example, if the SLA for the last 7 days is 99.6%, it means that in the whole week, i.e. 168 hours, for 40 minutes, the monitoring has noticed a problem with the availability of any of the services. For the 90-day period, this value will mean a total of 8 hours, 40 minutes, and on an annual basis 35 hours, i.e. in fact one and a half days.

How is the SLA level in IdoSell calculated?

Both servers and services crucial for proper site serving are under constant monitoring, which is connected with the notification system directly accessed by our administrators. The monitoring checks whether the server and services, which are launched on it, work properly. The system records proper functioning in a given time if every service returns a proper answer. If some function does not work, the monitoring records problems at a given moment and the specified time is subtracted from SLA value until the information about proper system functioning is received. Such data is gathered constantly and on its basis SLA value for a given period is calculated.

It is worth to mention the fact that SLA is not lowered if the unavailability is caused by a planned maintenance service about which the clients are informed in advance. SLA value is also not lowered in case of problems in intermediary services which are not required for proper functioning of the system. For example, you forgot to prolong domain lease and its validity expires. In this situation, if you enter the website address, you do not see the content but the error generated by the browser. Entering the website through technical domain displays the site without any problems – this, in turn, confirms proper functioning of the domain and indicates that the source of the problem is somewhere else. Thus, the sites are not available under this address but both the server and all the services required for serving the content, work properly.
The declaration concerning SLA guarantee can be found on Terms and Conditions of the IdoSell - FAQ, in a subpoint “Do I receive SLA guarantee?”. All the information regarding the responsibility connected with possible server/services unavailability can be found on The Agreement and the Terms and Conditions.

How can I check the availability of my services?

Data on service availability can be checked at any moment in your CSC. In left menu choose “System status”. In this tab you can find information about the current server state and percentage SLA value defined on weekly, monthly, quarterly and yearly basis.

What SLA was achieved on average by all IdoSell shops in recent years?

This is the arithmetic average of all the online stores we support in the years 2016-2019. This means that the average IdoSell online store was unavailable in 2019 for 1 hour 53 minutes and 4 seconds, throughout the entire 2020. Calculated per day, this results in unavailability for only 11.5 seconds.

Year SLA
2020 99.9785%
2019 99,9867%
2018 99,9653%
2017 99,9705%
2016 99,9974%

The measurements are obtained by sampling every few minutes the efficiency of the possibility of placing an order in every store, every few minutes. We are aware that professional online stores need high availability and every hour of downtime is potentially high losses.