Georgia Emergency Backup Service Agreement
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How to fill out Emergency Backup Service Agreement?
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FAQ
SLA stands for service level agreement, and it defines the level of service that you provide to your stakeholders and users in terms of backup and recovery. It specifies the frequency, scope, duration, and quality of your backup and recovery processes, as well as the roles and responsibilities of both parties.
SLAs establish customer expectations regarding the service provider's performance and quality in several ways. Some metrics that SLAs may specify include: Availability and uptime percentage. The amount of time services are running and accessible to the customer.
Your SLA will need to define and outline the service clearly. Be sure to cover these points: List of stakeholders and points of contact, along with their roles. Service scope, including specific services provided, as well as services excluded.
In other words, the key criteria for any information to be contained within a Service Level Agreement (SLA) are that it must be measurable, with all language used is clear and concise in order to aid understanding.
The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.