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)

  • SLA Performance Metrics

    • Business function uptime / downtime
      • NOT measured by system or frame uptime / downtime.
    • Quality of service is measured and analysed
    • Audit compliance
    • Department and personnel performance reviews
    • Compensation and bonus reviews
  • Data Center Automation

    • Dependent upon standardization
    • Service Level Agreements
      • Limited Support Tiers and Architectures
        • Infrastructure and hardware requirements
          • Deployment, configuration, and support methodologies
          • Documentation
          • Auditing
          • Security


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

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Slide 19
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SLA Design
Slide 18
Slide 20


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