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  • Sample SLA Table

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    Amandeep Singh
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    The document outlines the expected and minimum service levels for various IT services across four categories: Data Center Disaster Recovery and Maintenance, Application Availability, End User Support, and Common Services. Each service includes metrics for measurement period, expected service level, minimum service level, weight, and any remarks. In total, 17 specific services are defined with standards for availability, response times, completion of tasks, and other performance indicators.

    Descrizione originale:

    How to make SLAs.

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    The document outlines the expected and minimum service levels for various IT services across four categories: Data Center Disaster Recovery and Maintenance, Application Availability, End User Support, and Common Services. Each service includes metrics for measurement period, expected service level, minimum service level, weight, and any remarks. In total, 17 specific services are defined with standards for availability, response times, completion of tasks, and other performance indicators.

    Copyright:

    © All Rights Reserved
    Scarica in formato XLSX, PDF, TXT o leggi online su Scribd
    Segnala contenuti inappropriati
    94 visualizzazioni1 pagina

    Sample SLA Table

    Caricato da

    Amandeep Singh
    The document outlines the expected and minimum service levels for various IT services across four categories: Data Center Disaster Recovery and Maintenance, Application Availability, End User Support, and Common Services. Each service includes metrics for measurement period, expected service level, minimum service level, weight, and any remarks. In total, 17 specific services are defined with standards for availability, response times, completion of tasks, and other performance indicators.

    Copyright:

    © All Rights Reserved
    Scarica in formato XLSX, PDF, TXT o leggi online su Scribd
    Segnala contenuti inappropriati
    di 1

    Service Measurement Unit Of

    Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
    Weight Period Reporting
    I Data Center
    Disaster Recovery 40% Monthly 99.00% 98.00%
    Maintenance and testing 60% Quaterly 99.90% 99.50%

    Service Measurement Unit Of


    Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
    Weight Period Reporting
    II Application Availability
    Technical quality 40% Monthly 99.50% 99.00%
    Security 30% Bi-Monthly 99.50% 99%
    Service availability 20% Monthly 99.00% 98.00%
    Defect rates 10% Monthly 99.00% 98.00%

    Service Measurement Unit Of


    Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
    Weight Period Reporting
    III End User Support
    Hardware Support 20% Bi-Monthly 98.50% 97.50%
    Application Support 30% Monthly 99% 98.50%
    System Support 30% Bi-Monthly 99% 98%
    Managed Backup Support 20% Monthly 99.50% 99%

    Service Measurement Unit Of


    Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
    Weight Period Reporting
    IV Common Services
    1 Timely Configuration Updates 15% Monthly 99.00% 98.00%
    2 Change Management 20% Quaterly 98.50% 97.50%
    3 Disaster Recovery Testing 20% Bi-Monthly 99.00% 98.00%
    4 Asset Management 10% Quaterly 98.00% 97.00%
    5 Virus Signature File Updates 10% Monthly 98.00% 97.00%
    6 Firewall Security 15% Monthly 99.00% 98.50%
    7 Reporting Timeliness and Accuracy 10% Monthly 99.50% 99.00%
    100%

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