Funny, I just returned last week from a conference in Italy (ahhh...) on reliable communication networks. Most talks were about techniques to make networks automatically recover after inevitable failures (spontaneous failures, software failures, human errors or 3rd party induced failures), but one session was on how to set up and maintain service level agreements (SLAs) between providers and customers. A lot of the aspects involved have indeed come up in this thread.

A good SLA needs to have at least the following parts:
1. Specification of guaranteed uptime, e.g. 99.9% ('3 nines', 43 minutes downtime per month) or 99.999% ('5 nines', 5'15" per year)
2. Period over which availability applies. If you don't have this in your SLA, you can have a 5 nines guarantee, a full day of downtime, and your provider legally claiming he can still meet the guarantee over a 300 year period...
3. Definition of penalties paid by the provider to the customer if the guaranteed availability is not met. This can be a partial reimbursment of the monthly fee, or more if the outage lasts longer.
4. Agreement of both parties of how uptime is measured. This may involve a 3rd party service or equipment.

If scheduled downtime is to be excluded from the availability guarantee, it needs to be expicitly mentioned in the SLA, together with the details about the service window, e.g. max 8 hours per month, between 1 and 4 AM, notification 3 days in advance.



posted by 199.197.1...

• Normal Site Downtime / Internet Hosts, NickR, Wed, 26 Oct 2005 04:58:17
  • 1and1, cryptical, Thu, 27 Oct 2005 07:29:49
  • Need a Service Level Agreement, LeoNL, Wed, 26 Oct 2005 13:13:11 <-- Viewing This Message
  • Re: Normal Site Downtime / Internet Hosts, Scott Paterson , Wed, 26 Oct 2005 08:46:12
    • How do they measure the downtime?, Scotty B, Wed, 26 Oct 2005 10:33:11
      • Re: How do they measure the downtime?, Scott Paterson , Wed, 26 Oct 2005 11:21:18
  • do you have a service contract that says 99.999% ?, Canadian_Saab, Wed, 26 Oct 2005 07:56:05
    • I think I only have three 9's, NickR, Wed, 26 Oct 2005 09:09:33
      • not what their website says, do YOU have a contract, Canadian_Saab, Wed, 26 Oct 2005 09:52:15
  • What is 1and1's response?, sonique, Wed, 26 Oct 2005 05:54:33
  • Guaranteed uptime is 99.9% = 8.75 hours down / year, NickR, Wed, 26 Oct 2005 05:06:50

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