Mt Xia: Technical Consulting Group

Business Continuity / Disaster Recovery / High Availability
Data Center Automation / Audit Response / Audit Compliance

Slide List

SLA Home
0: Title Slide
1: Scope
2: Perspective
3: Perspective (continued)
4: Definition of Terms
5: Definition of Terms (continued)
6: Definition of Terms (continued)
7: Definition of Terms (continued)
8: Definition of Terms (continued)
9: Example Architecture Tiers
10: Tier 1: BC/HA/DR/HA
11: Tier 2: BC/HA/DR
12: Tier 3: BC/DR
13: Tier 4: BC/HA
14: Tier 5: BC
15: Standardized SLA
16: Standardized SLA (continued)
17: Standardized SLA (continued)
18: Standardized SLA (continued)
19: Standardized SLA (continued)
20: Summary

Service Level Agreements

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Standardized Service Level Agreements (continued)

  • Uptime / Downtime Compliance

    • Downtime specified by the SLA is a compliance requirement.
      • Rescheduling requires management approval.
      • Missed downtime (due to request by the business function owner) suspends SLA compliance requirements until the downtime is performed.
      • Missed downtime (due to request by the business function owner) is credited to the service provider for future outages, regardless of whether it is rescheduled for a later date.
      • Any outages during a suspended SLA is charged against the business function owner, not the service provider.
      • The SLA can only be re-activated by performing the missed downtime, or by performing the next scheduled downtime.
    • Outages associated with mandatory SLA downtime is scheduled a year in advance.
      • Eliminates excuses that scheduled downtime was not known about.
      • Eliminates excuses for scheduling conflicts.

For assistance with designing, writing, implementing, and supporting your Service Level Agreements (SLA), please contact Mt Xia.

Slide 16

SLA Design
Slide 15
Slide 17

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