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Service Level Agreement Policy Template is
a nine page policy for a single application, It defines specific
SLAs and metrics that are both internally and externally focused. The
sample contain over 70 possible metrics presented graphically in PDF
format. The table of contents for the
policy template is as follows.
Service Level Agreement For The Application
Overview..................................... 2
Three-Tier Environment....................... 2
SLA.......................................... 2
Internal IT SLAs........................... 2
Hardware/Network Maintenance........... 2
Backup and Recover..................... 3
Application Administration............. 3
Application Updates.................... 4
External SLA............................... 4
IT Obligations........................ 4
End User Obligations.................. 6
Sample Metrics............................. 8
The sample metrics are provided in PDF
format. Click on the small image below to see one page of the PDF
file with the bookmarked outline of the document showing the
classification of the 70 metrics depicted graphically.
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