The SLA definition is often expressed in terms of normal and
maximum peaks for traffic with mandatory and desirable performance
measures. This seems simple but the
devil lies in the detail of the wording of the contract as regards what will
happen when different boundaries are crossed.
This slide shows the typical agreement, with green showing
as AOK, red when things are definitely wrong and amber for all the areas of
potential confusion. Grey is used for
‘not applicable’.
The definitions should also cater for the levels of service
in situations of disaster recovery or imposed demand management as well as
standard production.
SLA’s tend to come in three major flavours, a three page
summary of little practical benefit, a thirty page identification of all the
metrics and values involved and a three hundred page version of the same thing
after lawyers have reworked it into a binding contract.
Next on our list to look at is Availability and I’ll deal
with this on Monday.
In the meantime there's a chance for one person to win a signed copy of my Capacity Management book (referred to in the first blog of this series)Simply subscribe to our blog or YouTube Channel,Like us on Facebook or follow us on Twitter or LinkedIn between 31st January and 15th March inclusive to be entered in to our drawing.
Like, follow or subscribe to 3 media or more and receive an additional free entry.
Only one entry per person per media is valid and no cash alternative is available.
The winner will be notified and published after the drawing on 29th March 2013.
Good Luck!
In the meantime there's a chance for one person to win a signed copy of my Capacity Management book (referred to in the first blog of this series)Simply subscribe to our blog or YouTube Channel,Like us on Facebook or follow us on Twitter or LinkedIn between 31st January and 15th March inclusive to be entered in to our drawing.
Like, follow or subscribe to 3 media or more and receive an additional free entry.
Only one entry per person per media is valid and no cash alternative is available.
The winner will be notified and published after the drawing on 29th March 2013.
Good Luck!
Adam Grummitt
Distinguished Engineer
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