Standardized Service Level Agreements

• Business function owner is NOT required to comply with the service provider's 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