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Posted: Wed Dec 23, 2009 10:43 pm Post subject: SLA others
Which I would be the closest to ideal for measuring the SLA of my service providers. Because I have my own SLA, but I need to measure the SLA of my suppliers.
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Wed Dec 23, 2009 11:55 pm Post subject:
When setting up an SLA you need to make sure it's measurable, otherwise it's not worth the paper it's written on. Therefore, if neither you or your suppliers can provide a reliable method of measuring the SLA, you may as well ignore it. _________________ Mick Smith
Change, Configuration and Release Manager
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Thu Dec 24, 2009 1:25 am Post subject:
Hi
It doesn't matter who owns the SLA, both the customer and the supplier should have a clear understanding of how it's measure. _________________ Mick Smith
Change, Configuration and Release Manager
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Thu Dec 24, 2009 2:03 am Post subject:
MNS
Let me give this a try
An example of an SLA
If the monthly network availability per data center falls below 99.5 %, the customer is to receive ... blah blah ... service credits, cup of coffee, free donuts
Both the customer and the provider agree to the precentage
The provider states - the availability is determined to 100% if at least one telco trunk provides traffic ingress/ out gress of the data center. Any down time is calculated against a 30 day 24 hour
All authorized maintenance is excluded
the customer agrees to the above
the calculation is based on the following
DC 1
Trunk 1 is available from 01 - 20 of the month for 24 hours each day. Day 21 - 30, the trunk is not available for traffic
trunk 2 is available from 01 to 05, 07 - 16, and 20 - 30
What is the availability for the DC ?
The answer is 100 %
An SLA is an agreement on what service is provided, when and for how long as well as remedies
Other examples
Platinum service says 15 minutes response time, 4 hours Call to Fix
Gold lower etc etc
If you have platinum and you call the service and they answer the phone and deal with your call .. but the technican does not come out until the next business day....did they fail to meet service
NOPE. They responded by scheduling an engineer. The C2F starts when the engineers geets on site
Also, if you are a global company taht has platinum with a vendor and you have issue in another country where the contracted service is 3rd partied, the 'global' SLA may be superceded by local country SLA between vendor and service support provider
The easiest way to track how well things are going SLA wise
is manage the vendor and your own expectations by having monthly meeting about SLAs, OLAs etc _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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