In particular, insurance statistics are often used by providers as a service selling point, highlighting the “five (or more) nine” of availability and availability they can offer their customers. One of the key components of an SLA is the service requirement. This could be designed in different ways, with a multi-stage service offering, consisting of different levels of support. Each level can have its own service level, your response time requirements, and a number of responsibilities. Typically, key performance indicators (KPIs) help measure performance. But what should be measured? The most obvious problem is #4. There will be times when the service you are running will end, although everything is present in the supporting IT infrastructure. Are you ready to face these circumstances? And if you disagree with your service provider, when they say, “I`m looking up, you`re looking down.” Who is right? And who is responsible? We saw that at Total Uptime, I`m afraid. Our IP Load Balancer is available and receives traffic, but the client`s servers behind the scenes are all down.
For reasons of consideration and convenience of our customers in Finland, our service classifications are also listed on docs.jhs-suositukset.fi/jhs-suositukset/JHS174_liite1/JHS174_liite1.html based on the SLA guidelines for Finnish ICT utilities. Vendors can provide an easy-to-access mechanism for customers to monitor performance based on the availability requirement. This information may be publicly available on a provider`s website. Checking a provider`s historical performance can be useful if you`re trying to negotiate better SLAs or decide if it`s worth requesting changes to the SLA. Another approach is data availability, that is, the degree to which databases and other information storage systems accurately record and report system transactions. Information management often focuses separately on data availability or the purpose of the recovery point to determine acceptable (or actual) data loss during different error events. Some users can tolerate app service interruptions, but do not tolerate data loss. It should be noted that SLAs are not only about hardware, but also about services and applications.
As long as this application is available according to the agreed SLA, it does not matter what hardware errors occur as long as the service remains available. Customers should seek an appropriate availability obligation with regard to the type of service and the way in which the service is provided. For example, if a service is business-critical, where downtime would have a significant impact on a customer`s revenue, the customer should insist on getting an uptime percentage of several nines. Conversely, if a service was subordinated to a customer`s activity and the impact on downtime was negligible, a customer may agree with the commitment offered by the provider. Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? Percentages of a certain order of magnitude are sometimes defined by the number of nine or “class of nine” in the numbers. . .