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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Definition of Terms (continued)

  • Business Impact Analysis

    • An examination of ALL business functions to determine those regarded as critical.
    • Assignment of recovery time objectives for each business function.
    • Assignment of recovery point objectives for each business function.
    • Assignment of support tier associated with each business function.
    • Assignment of Service Level Agreement associated with each support tier.
  • Service Level Agreement

    • An agreement between a business function owner and the service provider which designates the amount of time, on an annualized basis, the business function will be available.
    • Conversely, the SLA also designates the amount of time, on an annualized basis, for which the business function will NOT be available.
      • This should not be regarded as allowable downtime, but rather as mandatory downtime that requires management approval to reschedule.
    • The SLA is associated with a business function, not with any particular machine, system, or frame.


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

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SLA Design
Slide 5
Slide 7


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