Re: [soa-rm-ra] definition of SLA

Thanks for the pointer. I was out of the office today and didn't have a chance to look at this beyond your summary below, but my first impression is that definition includes every possible aspect of a service, and that doesn't make sense. Do you really expect the SLA of every service (or even a significant number) to go into the details of disaster recovery? I may want some assurance a critical service will be there during times of extreme duress, but I probably do not care (and would not appreciate) the details of how the provider will do it.

On Jan 23, 2007, at 12:47 AM, Danny Thornton wrote:

The following link is one description:

http://www.sla-zone.co.uk/index.htm

It lists the following pieces to the SLA:

Definition of Services
Problem Management
Performance Management
Customer Duties and Responsibilities
Warranties and Remedies
   Service quality
   Indemnities
   Third party claims
   Remedies for breaches
   Exclusions
   Force majeure
Security
   Information Security Policies
   Security Audit and Internal Audit
Disaster Recovery
Termination

Several parts of the SLA can translate into policies
and configurables for services and devices. The
policies created from the SLA can result in automated
run time adjustments to services and devices to meet
the requirements in the SLA. A failure in ability to
meet the SLA in the SOA results in an elevation of the
problem which might have legal ramifications.

In terms of the service description, we could state
that Interactions Policies and Contracts can contain
an aggregation of one or more SLAs. We could then
extend the SLA to include the above types of
information in a separate diagram.

Danny

--- Ken Laskey <klaskey@mitre.org> wrote:

This will probably need to be tackled at some point
and I have the
question biting me now. Is there an accepted
definition of a service
level agreement? How would we define it? For what
purposes is it
used? When should someone care?

Answer these and I have more questions?

Ken

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Ken Laskey
MITRE Corporation, M/S H305 phone: 703-983-7934
7515 Colshire Drive fax:
703-983-1379
McLean VA 22102-7508

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Ken Laskey

MITRE Corporation, M/S H305 phone: 703-983-7934

7515 Colshire Drive fax: 703-983-1379

McLean VA 22102-7508

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