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.

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Slide 17
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SLA Design
Slide 16
Slide 18


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