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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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