March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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10.1. SLA Content
Whether you are the service provider or the service receiver, the content of an SLA is very similar. All service center-related SLAs should contain the following information:
The names of the parties involved.
Primary contact information.
The term of the agreement, typically one year.
The hours of operation and availability.
The services to be provided. Don't forget that availability for particular services can vary by time. When this is the case, make sure you document which services are available at which times. Be specific!
A separate list of services for which special fees apply.
Methods available for the customer to contact the service center during normal business hours and after-hour options.
Definitions of request priorities ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.