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.

    Slide ID:MXSLA-6