Making smart decisions to ensure there are no obvious single points protects most failures at a reasonable cost. It is really only the companies that have heavy sentences, that have to deal with five nine and more. Availability SLAs are typically triggered as a result of a regional event. If multiple ADs deploy in a region, all services provided in those ADs are affected. However, SLA metrics can have human consequences as a general tool – for example, if a company agrees that the availability of an internet-based application is respected at a certain level of the agreement. If the service provider is acquired by another entity or merges with another entity, the customer can expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not wish to alienate existing customers, which allows him to choose to respect the existing SLAs. Not all problems are the same.
Some require immediate attention, while others may wait a bit. An SLA should clearly define the severity of problems and the average reaction time and repair based on their severity. A system distance state is considered a Severity 1 issue, while a module that is not working can be a Severity 3 issue. Of course, you want the provider to react and fix Severity 1 issues, especially others, which should be defined in the SLA in order to avoid inconvenience. In the same way, some users are more important than others, which means that the top priority of VIP users is to troubleshoot or offer services. We want the provider to fix the CEO`s email before switching to „normal“ users. Gellability SLAs are defined at the service level and at the AD level. . . .