Talk:Service Level Agreement
From Wikipedia, the free encyclopedia
[edit] Service Level Agreement Discussion
[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
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
