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.