What are the SLA terms offered?
Posted: Mon Oct 03, 2011 7:36 amHow do I determine what service level agreement (SLA) my dedicated or virtual hosts are provided by Canadian Webhosting? I'm curious as to what the statements would be for:
a) general accessibility (e.g. server uptime? network access to servers?)
b) return to service timeframes (e.g. when a system fails, what is general timeframe before we would expect to be back and operational?)
c) over what timeframe are these measured (e.g. daily, weekly, monthly, quarterly)
d) any general statements on compensation if the targets aren't met
I've searched around this site and cannot seem to find any information around what the SLA's you offer your customers in order for us to manage our expectations or our clients' expectations. I'd assume this is tied to the Tier 1, 2 or 3 level of support the servers operate under but are there any other factors that can influence the SLA?
a) general accessibility (e.g. server uptime? network access to servers?)
b) return to service timeframes (e.g. when a system fails, what is general timeframe before we would expect to be back and operational?)
c) over what timeframe are these measured (e.g. daily, weekly, monthly, quarterly)
d) any general statements on compensation if the targets aren't met
I've searched around this site and cannot seem to find any information around what the SLA's you offer your customers in order for us to manage our expectations or our clients' expectations. I'd assume this is tied to the Tier 1, 2 or 3 level of support the servers operate under but are there any other factors that can influence the SLA?