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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  • Business function owner is a customer of the service provider

    • Business function owner is typically the business function department manager or an application support team.
    • Business function owners do NOT dictate architectures.
    • Business function owner does NOT own the hardware or infrastructure.
    • Service provider is typically the information technology department.
    • Service providers determine the infrastructure and architecture to fulfill the requirements of each instance of an SLA.
    • Service providers own and manage the hardware and infrastructure.
  • The relationship between business function owner and service provider:

    • Should NOT be adversarial.
    • But it should be by-the-book.

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

Slide 2

SLA Design
Slide 1
Slide 3

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