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Service level agreement.pptx

  1. SERVICE LEVEL AGREEMENT Name – Swapnendu Ganguly CLOUD COMPUTING Sem - v Roll - 9359 Sub – B.Sc Computer Science Hons. BHAIRAB GANGULY COLLEGE Reg No. – 1072011400179
  2. WHAT IS SERVICE LEVEL AGREEMENT OR SLA? Page - 1 A servicelevelagreementis a commitmentor a bondsignedbetweena serviceprovideranda customer. Quality Availability Responsibilities I want CUSTOME R I can provide everything Service Provider A contract is signed between the customer and the service provider and the deal gets confirmed
  3. COMPONENTS IN SERVICE LEVEL AGREEMENT Page - 2 Type of service to be provided: It specifies the type of service and any additional details of the type of service to be provided. The service's speed and response time: A reliable service will be the one that suffers minimum disruption in a specific amount of time and is available at almost all times. Monitoring process and service level reporting: This component describes how the performance levels are
  4. COMPONENTS IN SERVICE LEVEL AGREEMENT Page - 3 The steps for reporting issues with the service: This component will specify the contact details to report the problem and the order in which details about the issue have to be reported. Response and issue resolution time frame: The response time frame is the period by which the service provider will start the investigation of the issue. Issue resolution time frame is the period by which the current service issue will be resolved and fixed. Repercussions for the service provider not meeting its commitment: If the provider is not able to meet the requirements as stated in SLA then the service provider will have to face consequences. These consequences
  5. DIFFERENT TYPES OF SERVICE LEVEL AGREEMENT Page - 4 There are three types of Service Level Agreement Customer Based SLA Service Based SLA Multilevel Based SLA
  6. CUSTOMER BASED SERVICE LEVEL AGREEMENT Page - 5 This type of agreement is used for individual customers and comprises all relevant services that a client may need while leveraging only one contract. It contains details regarding the type and quality of service that has been agreed upon. For example, a telecommunication service includes voice calls, messaging, and internet services, but all exist under a single contract.
  7. SERVICE BASED SERVICE LEVEL AGREEMENT Page - 6 This SLA is a contract that includes one identical type of service for all of its customers. Because the service is limited to one unchanging standard, it is more straightforward and convenient for vendors. For example, using a service-based agreement regarding an IT helpdesk would mean that the same service is valid for all end-users that sign the service-based SLA.
  8. MULTILEVEL SERVICE LEVEL AGREEMENT Page - 7 This agreement is customized according to the needs of the end-user company. It allows the user to integrate several conditions into the same system to create a more convenient service. This is further divided into three categories  Corporate level  Customer level  Service level
  9. MULTILEVEL SERVICE LEVEL AGREEMENT Page - 8  Corporate level: This SLA does not require frequent updates since its issues are typically unchanging. It includes a comprehensive discussion of all the relevant aspects of the agreement and applies to all customers in the end-user organization.
  10. MULTILEVEL SERVICE LEVEL AGREEMENT Page - 9  Customer level: This contract discusses all service issuesthat are associated with a specific group of customers. However, it does not take into consideration the type of user services. For example, when an organization requests that the security level in one of its departments is strengthened. In this situation, the entire company is secured by one security agency but requires that one of its customers is more secure for specific reasons
  11. MULTILEVEL SERVICE LEVEL AGREEMENT Page - 10 Service level: In this agreement, all aspects attributed to a particular service regarding a customer group are included.
  12. PRICING IN SERVICE LEVEL AGREEMENT Page -11 Service Level Agreements are based on the usage model and a subscription based model. Most cloud providers price their pay-as-you-go at a premium and issue standard SLA’s only for that purpose. But the SLA’s attached to a subscription often offer different terms . Like if any organization requires access to a certain level of resources then they require subscriptions for services. This is because a pay-as-you-go model may not provide that level of access under peak load conditions.