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ITIL :: View topic - %SLA violations
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%SLA violations

 
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agarwa
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PostPosted: Sun Mar 13, 2011 10:01 pm    Post subject: %SLA violations Reply with quote

can anybody tell me what is industry % acceptance of SLA violations
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mnsmith
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PostPosted: Mon Mar 14, 2011 10:16 pm    Post subject: Reply with quote

There isn't an industry standard for this but I can't see why anyone would accept anything less thatn 0% violations.
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UKVIKING
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PostPosted: Mon Mar 14, 2011 10:59 pm    Post subject: Reply with quote

A SLA Violation ?

There ain t no such animal. It would be properly called a Breach of SLA

An SLA is a Service level agreement between a service provider and a service consumer. The SLA document defines when both the s.p. and the s.c agree that a service is being provided.

Can there be failures in the SLA being met ? Of course.

There are usually definitions about that in the agreement

There is also remedies etc as to what is defined and what is the remedial actions.
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BorisBear
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PostPosted: Tue Mar 15, 2011 1:28 am    Post subject: Reply with quote

UKVIKING wrote:
A SLA Violation ?

There ain t no such animal. It would be properly called a Breach of SLA

An SLA is a Service level agreement between a service provider and a service consumer. The SLA document defines when both the s.p. and the s.c agree that a service is being provided.

Can there be failures in the SLA being met ? Of course.

There are usually definitions about that in the agreement

There is also remedies etc as to what is defined and what is the remedial actions.



I prefer the term 'failure' as 'breach' is often bandied about as a contractual/legal term rather than a service/SLA term and we all know that SLAs should avoid legal language.


To the OP, the answer is 6.45%
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Diarmid
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PostPosted: Wed Mar 16, 2011 11:11 pm    Post subject: Reply with quote

BorisBear wrote:
To the OP, the answer is 6.45%


Nice guess Boris.

I would say to the OP: the "industry" might accept that, but will your customers? - There is not a lot of sigma there.
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BorisBear
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PostPosted: Thu Mar 17, 2011 9:13 pm    Post subject: Reply with quote

Diarmid wrote:
BorisBear wrote:
To the OP, the answer is 6.45%


Nice guess Boris.

I would say to the OP: the "industry" might accept that, but will your customers? - There is not a lot of sigma there.



Is it 5.99% then?
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