SLA

Zeshan Sawar(M-23)
Amina Kirmani(M-44)
 What is SLA?
• A services level agreement is a contract
between a network service provider and a
customer that species ,usually in measureable
terms (QOS), what the services that the
network service provider will provide.
 SLA Example
• When you install particular software from
internet and you want to install software then
before installing there is an agreement where
you have to click “agree” , infect that is an
agreement between you and that particular
company who is providing you software .
Features of SLA
 Availability(UpTime)
• Availability:
Percentage of time the service is
guaranteed to be available. If the agreement is 365
days ,so out of 365 days for how many days the service
is available? .If it is available 365 days out of 365 days ,
its mean availability is 100%.
• Uptime:
If you are working in data center provider
where uptime is 99.9% , its is the uptime that has to
provide by service provider because they charge a lot
of money .Data service center application is very
critical as if one second delay create lot of problems.
 Performance
• Performance:
Response time ,how much time is
will take to answer your question or query or how
much time it will take to perform particular task.
Up time does not mean that performance is good
for example Even if your internet is up and it give
you degraded performance, its mean performace
is not so good. You have to set certain bench
marks which will monitor service provider.
 Disaster Recovery
• Meantime to recover , in case of disaster .The
server will be down or there would be quack
in specific area where your data center is
located. So, how much time it will need to
recover from disaster .
 Problem Resolution
• Process to identify problems , support options
and resolution expectation. If problem is
identified then how much time it will take to
resolve that problem.
 Penalties
• In case the performance is not guaranteed ,
once the system goes down , it is not rectified
much soon then what happen after certain
period that specified in SLA. Then service
provider has to pay penalties in different
forms
 SLA Structure
• Most SLA conform to certain structure for
consistency and clarity.
 Service Name and Discription

• First of all name of service , followed by

detailed description .Many SLA failed their
intended purpose due to in accurate
description of service. For example , if the
service is ” (Reporting and Responding to
System issues in XYZ SaaS System )”
The description of this service need to be very
detailed ,describe each and every term about
it.
 Standards And Measurement
• In order to make the SLA effective and
enforceable it should specify its expected
standards and performance measure.
• It also specify standards of performance , how
measurement will be made and time period
for measuring the performance.
• SLA also specify who will measure the
performance and what tools it will use for it.
 Enforcing Mechanism
• Enforcement includes the regular reporting of
performance along with the notification of
failures depending on the detail of SLA and
their failure can be handled through response
mechanisms.
• Service also pay penalties if problem occurs .If
the problem occur for a long time then cloud
agreement may be terminated.
 Service Level Management
• There is process of service level management
between the client and IT organization(Service
provider)
• So first of there is negotiation between clients
and service provider.
• There are certain requirements of clients.
• On the other hand there are some services
provided by service provider.
 Reports
• There is one report for Clients and other
report for Service provider.
• In the report of Client , all the requirements of
client will be written.
• In the report of Service provider all the
services that the Service provider will provide
will be written.
 Operations
• After writing all the reports then actual work or
operations will start. You check the operations
that you wrote in the report actually fullfiling the
requirements of clients or not.
• How service provider will improve the operations.
• Do we actual need to improve the process?
• Do we need to improve the services that we
mentioned at starting level?
• Do we need to improve the report?
 Why We Should Have SLA?
• The Process is faster and IT cost is lower.
• The risks of business failure or productivity is
transferred from business to service provider
in a fixed cost solution.
• Flexibility and reliability is guaranteed.
• Now focus is on main business not on
maintaing the IT services.