Availability
Determine which components are business-critical and which measurement method is used in the concrete service.
Enterprise · Service
Make service expectations clear in advance.
Availability, support, escalation and reporting should not be derived from general marketing claims. Record the concrete service expectations in the agreements that come with the chosen service.
Incidents
Define priorities, escalation paths, communication and responsibilities.
Support
Make it clear what support, accessibility and responsibilities are part of the agreed scope.
Service review
Use operational metrics and incident information for periodic evaluation of the agreements made.
Search Operations →This page describes review points and is not a public SLA or warranty. Concrete service levels are determined solely by the applicable customer agreements.