Service Level Agreement Structures

• System architecture is based on Service Level Ageements (SLA's)

• SLA's are divided into tier levels

  • 1,2,3,4,5 where 1 is highest and 5 is lowest

• Pricing structure associated with each tier

• Standardized SLA's result in standardized:

  • Design
  • Support
  • Maintenance
  • Documentation
  • High Availability
  • Disaster Recovery

• Standardized SLA's provide:

  • Containerized computing
  • Low cost of training new personnel
  • High customer satisfaction