Step 1: review typical customer needs
Step 2: Analyze a sample SLA and identify key components
a. Read over the sample SLA that follows and answer these questions regarding content, ISP responsibilities, and customer requirements.
b. According to this agreement, can the ISP be held liable for damage to equipment owned by the customer [Client] or data loss that occurs due to accidental actions by ISP vendor staff or other persons? Yes
c.What are some examples of One Time Services included in the SLA? E-mail service, electronic interchange, online accounting, secure remote workerr support, remote indtrumentation and control system, and backup and recovery service.
d. What are some examples of On going Services included in the SLA? E-mail service, online acounting e. When will regular downtime maintenance be scheduled and how many business days notice must the ISP give of any scheduled downtime? Banyak jam dalam satu hari dan banyak hari dalam sebulan.
e. What does the ISP’s network monitoring system do when an error condition is detected? What is the stated availability of the Systems Administrators in the event of a system failure? What is “usage monitoring” and how does the ISP provide this service? Dengan memantau kerja sistem
f. Regarding problem severity and ISP response time, what is the difference in response between “Level 1 – normal business hours” and “Level 3 – normal business hours”? pada level satu baru mendeteksi problem dan pada level 3 sudah ada pengontrolan
g. On what factors are the penalties for service outages based? Provides an estimate for the cost to the customer for a service outage for each of the services the customer wants covered by an SLA.