Because the terms of an SLA are negotiable and can vary significantly, they should be discussed up front with the provider. Q: What types of provisions should be addressed in a service level agreement?
• Outage duration : The amount of time in minutes that service is unavailable • Degraded service : Service which is slower than the performance specified in your contract • Defects per million : Minutes of downtime per million minutes of service • Mean time between failures (MTBF) : Average amount of time, typically in minutes or days, between outages. (The target figure depends on your negotiated total-service-availability rate.) • Mean time to restore (MTTR) : Average amount of time, typically in minutes, required to restore service • Maximum time between failures/maximum time to restore : A cap on the total number of minutes for restoration of service • Trouble rate : How often technical support needs to be contacted. (This should be limited to five times before escalation is mandated.) • Average round-trip latency : The time required for the first transmission to be completed. (The target should be less than 100 msec on the backbone and up to 130 msec longer from end to end, depend
Related Questions
- Because the terms of an SLA are negotiable and can vary significantly, they should be discussed up front with the provider. Q: What types of provisions should be addressed in a service level agreement?
- What if my group is not comfortable or not able to agree to all the terms of the license agreement? Is it negotiable?
- Are the terms and conditions negotiable?
