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Service Level Agreements

  • December 1, 2003 at 3:35 pm

    #83576

    Anyone out there have database SLA's within your company or with an external customer?

    If you do what kind of metrics are you using?

    Thanks,

    Jeff


    "Keep Your Stick On the Ice" ..Red Green

  • December 1, 2003 at 4:53 pm

    #484181

    I have used in the past uptime and availability excluding and documented down times or tasks that cause databases or data to be unavailable like index rebuilds. Anything else more specific you are looking for?

  • December 2, 2003 at 7:08 am

    #484271

    Yes, we use downtimes (documented), either planned or unplanned, service packs, and database optimization.

    Dr. Peter Venkman: Generally you don't see that kind of behavior in a major appliance.

    Patrick

    Quand on parle du loup, on en voit la queue

  • December 2, 2003 at 7:59 am

    #484285

    Not looking for anything specific. I found some templates, but they go into a lot of detail that I don't have time for. Thanks for the input 🙂

    Jeff


    "Keep Your Stick On the Ice" ..Red Green

  • December 2, 2003 at 12:27 pm

    #484347

    Jeff,

    Would you mind posting where you located these templates? We're putting together SLAs right now and they might be helpful.

    Thanks.

  • December 3, 2003 at 2:44 am

    #484415

    Actually we do also have an SLA with an external Asset Management Company that does most of the plain vanilla trading for us. Leaving the interesting stuff with us.

    We have defined several benchmarks and goals, but...

    as this is a 'sister company' within our happy corporation, they do not have to fear consequences when failing to meet these benchmarks and goals. This decision was made somewhere far beyond my reach.

    Just my (somehow frustrated) $0.02

    Frank

    http://www.insidesql.de

    http://www.familienzirkus.de

    --
    Frank Kalis
    Microsoft SQL Server MVP
    Webmaster: http://www.insidesql.org/blogs
    My blog: http://www.insidesql.org/blogs/frankkalis/[/url]

  • December 3, 2003 at 4:22 am

    #484424

    We do it based on 24 hours for critical items on a complete failure (this gives us time to bring another server up and restore to it), 48 hours for required funtionality that is not critical and 1 week of bits and pieces crap (we call it non-essential functionality ). Deleted data restores are 24 hours and we charge a fee in some cases. Overall most of the systems I cover have no major impact on the corporation as a whole.

    But I have seen really poor SLAs of say 99.99% uptime guaranteed on systems that have no failover point so when they go down for 5 minutes we give them as much grief as possible since they forced us to rely on some of these systems for authenication (poor implementation of a good design).

    The key is how important is it and how quickly can you actually get it back up. If critical make sure you find a method to keeping it up or getting back up that shows it's importance, but make sure your implementation supposrts what you promise.

    Edited by - antares686 on 12/03/2003 04:24:15 AM

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