CLOUDIST SERVICE LEVEL TARGETS (SLT)
Service Level Targets represent quality measures for each service in different areas
Service request
Service | Specific metric | SLT |
VDC | Create VDC | 3 min |
VDC | Create VM | 2 min |
VDC | Allocate public IP adress | 8 h |
DRaaS | Start replication | 3 min |
DRaaS | Start migration | 3 min |
BaaS [Cloud Connect] | Activate service | 2 min |
AaaS [S3] | Establish new storage space | 3 min |
LaaS [License as a Service] | Change quantity of licenses | 1 min |
Service availability | Monthly availability |
Service | SLT |
VDC - Operational service delivery | 99,95% |
DRaaS - [VCDA] | 99.95% |
BaaS [365 Backup] | 99,95% |
BaaS [Cloud Connect] | 99,9% |
AaaS [S3] | 99,97% |
Incident management
Prioritization of an incident shall be made based on a combined assessment of the impact in Table 1 and the urgency in Table 2 that is required to remedy the incident. These two values are combined according to matrix 3. Results are given in a scale for Priority, P1-P4. Priority sets the maximum time that may elapse before troubleshooting is started and specified per service.
Impact | Description | Urgency | Description |
Critical | Several customers affected Several service components are unavailable with a major impact on the service The majority of the customer's users are affected | Critical | Security breach Impact will escalate rapidly No workaround is available None or greatly reduced availability An immediate need |
High | Great impact for individual customer A service component is unavailable with an impact on the service More than a few of the customer's users were affected | High | Significantly reduced functionality No workaround is available Impact will escalate slowly A need within hours |
Medium | A few customers are affected with less impact Management interfaces have no or limited availability Individual service components affected | Medium | Reduced functionality A workaround is available A need within days Uncertain escalation of impact |
Low | Individual customer affected Management interfaces have limited functionality Other matters | Low | A need within one / two weeks A workaround is available |
Impact | |||||
Critial | High | Medium | Low | ||
Urgency | Critial | P1 | P1 | P2 | P3 |
High | P1 | P2* | P3 | P3 | |
Medium | P2 | P3 | P3 | P4 | |
Low | P3 | P3 | P4 | P4 | |
*P1 if Gold Support Agreement applies
Incident management – Time to Trouble shooting during service desk hours
Service | P1 | P2 | P3 | P4 |
VDC - Operational service delivery | 1h | 2h | 4h | 8h |
DRaaS - [VCDA] | 1h | 2h | 4h | 8h |
BaaS [365 Backup] | 1h | 2h | 4h | 8h |
BaaS [Cloud Connect] | 1h | 4h | 4h | 8h |
AaaS [S3] | 1h | 2h | 4h | 8h |
LaaS [Licens as a Service] | 1h | 2h | 4h | 8h |
GDPR | According to law | |||
Incident management – Time to Trouble shooting outside service desk hours
Service | P1 | P2 | P3 | P4 |
VDC - Operational service delivery | 2h | 4h | 24h | 72h |
DRaaS - [VCDA] | 2h | 4h | 24h | 72h |
Baas [365 Backup] | 12h | 12h | 24h | 72h |
BaaS [Cloud Connect] | 12h | 12h | 24h | 72h |
AaaS [S3] | 2h | 12h | 24h | 72h |
LaaS [Licens as a Service] | 12h | 12h | 24h | 72h |
GDPR | According to law | |||