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 (continued)
Uptime / Downtime Compliance
Downtime specified by the SLA is a compliance requirement.
Rescheduling requires management approval.
Missed downtime (due to request by the business function owner) suspends SLA compliance requirements until the downtime is performed.
Missed downtime (due to request by the business function owner) is credited to the service provider for future outages, regardless of whether it is rescheduled for a later date.
Any outages during a suspended SLA is charged against the business function owner, not the service provider.
The SLA can only be re-activated by performing the missed downtime, or by performing the next scheduled downtime.
Outages associated with mandatory SLA downtime is scheduled a year in advance.
Eliminates excuses that scheduled downtime was not known about.
Eliminates excuses for scheduling conflicts.
For assistance with designing, writing, implementing, and supporting
your Service Level Agreements (SLA), please contact
Mt Xia.
Slide ID:MXSLA-16
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