Service Level Agreements
Why are SLA's important? They
- Incent service providers to perform
- Identify penalties for failure to comply, monetary or other, incorporated into SLA)
What kinds of things should you ask for in Service Level Agreements?
- performance metric values similar to what customers see on private lines and L2 services (committed IP rates)
- availability metrics for access links and hosting (MTTR, MTBSO in the seven 9’s range)