Service Level Agreements
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Standardized Service Level Agreements (continued)

  • Business function owner or customer is paying for a Service Level Agreement, not uptime.
  • Uptime is provided in specified blocks and associated with support tiers.
  • Downtime is mandatory for SLA compliance, whether or not maintenance is performed during the outage.
  • Customer does NOT specify desired uptime, they select an SLA for their business function which comes with a specific amount of uptime.
  • Additional uptime requires a support tier upgrade.
  • May require additional infrastructure.
  • May require additional system resources.
  • May require additional personnel resources.
  • May require additional vendor support availability.
  • Cost increases exponentially with uptime.
  • Uptime is valuable and costly.
  • It is not given away just because there is no pending maintenance to perform.

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

    Slide ID:MXSLA-17