Service Level Agreements
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Standardized Service Level Agreements

  • Business function owner is NOT required to comply with 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

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

    Slide ID:MXSLA-15