Talk:Service level agreement

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1 Service Level Agreement Discussion

[edit] Service Level Agreement Discussion

I don't understand why to cataloge this article under IT. In fact, SLAs can be created for a wide range of services, including tnasportation, warehousing, shared services , and so on Abigar 23:12, 20 June 2007 (UTC)

[edit] Software

I believe some mention could be made of software that can be used to automatically measure and quantify adherance to service level agreements.

Applications include:

A mention that software could be used, yes. But a list of links? Most certainly no. Too many good wiki pages disintegrate when people try to turn them into directories.

[edit] Measurements

Please help improve this article or section by expanding it.
Further information might be found on the talk page or at requests for expansion. (April 2007)

Some discussion could be lent to:

misleading sampling techniques - e.g. if I sample a service once every 5 minutes to see if a service is alive, then I don't know if the thing has fallen over during the 4 minutes in between.

availability calculations - e.g. the well known "five nines" standard in telecommunication (99.999%) uptime translates to unplanned downtime of less than 316 seconds (5 minutes) per year

exclusions (planned work) - e.g. it is well known in industry that service windows are usually afforded in a contract ("we have the right to take the service down at 1am-2am every Sunday night", or "we can arrange planned outages with 30 days notice", etc). Such excluded time does not contribute to the calculation of adherance to an SLA

[edit] Typical Contents

I am not sure why someone has added a tag questionning this section. In my view it is one that could do with expanding, not deleting. Very odd.

[edit] References

Existing link to "sla-zone.co.uk" is a thinly-veiled link to a commercial product site. Think this is borderline violation of wikipedia editing guidelines. I'll leave the link for now but may remove once I've checked the guidelines. —Preceding unsigned comment added by Jamiemilne (talk • contribs) 10:53, 3 April 2008 (UTC)

That reference is what much of this page was originally based around, and is informational: the very essence of adding such links to wiki pages. I suggest it is left in place. —Preceding unsigned comment added by 75.127.109.26 (talk) 11:06, 3 April 2008 (UTC)