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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Perspective (continued)

  • Service is provided according to a mutual agreement:

    • Terms and Conditions
    • Time period
    • Cost
    • Binding contract
    • All systems should be included: production, pre-production, test, development, proof-of-concept, etc.
      • Set expectations for all parties and all systems
  • High Level Outline of Service Level Agreement Document

    • Overview
    • Service Description
    • Roles and Responsibilities
    • Requesting Service
    • Hours of Coverage, Response Times & Escalation
    • Maintenance and Service Changes
    • Pricing
    • Reviewing and Reporting
    • Approvals and Signatures


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

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SLA Design
Slide 2
Slide 4


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