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)

  • Business function owner or customer is paying for a Service Level Agreement, not uptime.

    • Uptime is provided in specified blocks and associated with support tiers.
    • Downtime is mandatory for SLA compliance, whether or not maintenance is performed during the outage.
    • Customer does NOT specify desired uptime, they select an SLA for their business function which comes with a specific amount of uptime.
  • Additional uptime requires a support tier upgrade.

    • May require additional infrastructure.
    • May require additional system resources.
    • May require additional personnel resources.
    • May require additional vendor support availability.
    • Cost increases exponentially with uptime.
    • Uptime is valuable and costly.
      • It is not given away just because there is no pending maintenance to perform.

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

Slide 17

SLA Design
Slide 16
Slide 18

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