June 2003
Intermediate to advanced
464 pages
10h 33m
English
Most organizations have a service level agreement (SLA) with their end users, often in the form of an explicit contract. The intent of an SLA is to define what system resources will be provided, on what schedules and, possibly, even at what level of performance. For example, StoreCompany has the following SLA for its internal mail servers:
StoreCompany SLAThe mail server will be available from 7 a. m. to midnight, and no outage should last longer than 10 minutes. |
These service level agreements become the availability policy that drives the availability management decisions for the various services.
However, given that availability is now usually defined from the end users' perspectives, there are some very interesting ...