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
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Standardized Service Level Agreements
Business function owner is NOT required to comply with predefined SLA's.
All they have to do is find a different service provider!!!
For each support Tier, define the following:
Quantity and Quality of Support Personnel
Audit requirements
Data retention periods
Data replication methods
Architecture requirements
Infrastructure requirements
Systems
Networking
Facilities
Management
Level of Performance Monitoring statistics
Change Control Requirements
System monitoring data needed to measure SLA compliance
For assistance with designing, writing, implementing, and supporting
your Service Level Agreements (SLA), please contact
Mt Xia.
Slide ID:MXSLA-15
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