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Tips for the everyday admin -- #13

Tips for the everyday admin -- #13

Evan Marcus

Evan Marcus is our expert in high availability. Evan is also a Principal Engineer at Veritas Corp..

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Our countdown, brought to you by high availability expert Evan Marcus, includes some common sense tips for the everyday storage admin to follow.

#13: Define service levels

SLA = Service Level Agreements
- Service, user community, locations, response time, uptime
- Broad prioritization
- Minimum quality of service and desired goals
- Time frame: 7x24, 5x8 or other

Must be measurable
- How to determine if goals are met
- Exception handling for user issues
- Escalation for service outages

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This material is copyright 1997-2002 by Evan Marcus and Hal L. Stern. It may not be used in whole or part for commercial purposes without the express permission of both authors.

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