How to baseline your service before you package into SLA

1. SLA -> Baseline
From Raymond
http://itsmmy.blogspot.com/

2. What is baseline of
our SLA
When a service is not able to deliver as what it
designated for or in another word - Faulty /
Downtime/breakdown/ SOS!!!!!

3. 1. How to calc ?
Choose one approach to grab the audience’s
attention right from the start: unexpected,
emotional, or simple.
➔ Waterfall approach
A pyramid approach , start from the
peak where the designated outcome
suppose to deliver expected.

4. 2. A POS Example
Wireless router
Control hub
Receipt printer
Kitchen receipt printer
POS Terminal
➔ What
What is back to back support from
each of this device . 4 hour response ?
➔ Who
Who are them , how to contact
them.their operating hours

5. 3. List down OLA
We need to understand from each vendor on
their commitment of services to us
➔ Wireless router /Control Hub
Vendor A , warranty 1 yr , exchange
with new within 9am-5pm . 2 hour
➔ Receipt printer /POS Terminal
Vendor B , 24*7 on call, 5 min response ,
onsite within 2 hour.

6. 4. SLA Baseline
With the above data , we can package our
baseline with our client at minimal risk
➔ For response - Generally we can fix at 5
min response if any customer complaint.
➔ For hardware failure - within 2 hour we
can provide 1 to 1 exchange
➔ For service restoration - vendor will be
onsite within 2 hour when phone
response still not able to fix the problem.

7. Good luck!
Let slide , i will focus more in calculate the
availability of services