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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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.
Slide ID:MXSLA-3
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