February 18, 2009
The most difficult job is being a Network Administrator. The reason is simple:
Recently I was requested to document the Service Level Agreement (SLA) for our organization. The SLA is intended to provide guidance on how the network and telephony infrastructure is expected to perform, and the Network Team’s commitment to maintaining the quality and reliability of services provided to the enterprise.
The Structure of an SLA can be summarized by:
1.0 Statement Of Intent
1.1 Document Approvals
1.2 Document Review Dates
1.3 Time Conventions
2.0 About This Service
2.1 Services Covered Under This SLA
2.2 User Environment
2.2 User Support Services
3.0 About Service Availability
3.1 Scheduled Events That Impact Service Availability
3.2 Nonemergency Enhancements
3.3 Change Process
3.4 Change Management
4.0 Service Measures
5.0 Network Team Prioritizes
Network SLA cover all services under the administration of the Network Team, and includes, but is not limited to:
The SLA is governed by both the response time and the resolution time. Response time does not mean resolution. Response time is the time in which you will be contacted by a IT operations team member to triage/troubleshoot the issue.
Here is how we prioritize requests for support according to the following severity guidelines:
For an SLA to be honored the “Technology Resource Utilization Policy” should be used to bring accountability amongst the stakeholders and the Network Team. The purpose of the SLA is to ensure that the proper elements and commitment are in place to provide optimal data processing services for the business function.