Service Level Agreements

Service-level Agreement

• Documented agreement used between the CUSTOMER and PROVIDER.
• Services to be delivered
  • If there is some kind of problem, SLA will help on that our solution works as intended
• Expected level of service
• May include scope boundaries
• Living document
• Avoid miscommunication

SLA - Expectations

• May not exist
• Review periodically to match outputs to outcomes
• Emergency Conditions
  • Maybe you want to provide exceptions for some kind of conditions
• Be mindful of termination options
  • "Have a divorce plan"

Five Nines

• Big companies have had outages that can lead to for example 99.9%

Example SLA

• If the network goes down for more than the five nines expected they will discount 15% of your recurring charges.