Service Level Target

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	1 business day
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	99,9% with BGP 99,6% without BGP 99,6% with external ISP network
DRaaS - [VCDA]	99.9%
BaaS [365 Backup]	99,9%
BaaS [Cloud Connect]	99,9%
AaaS [S3]	99,9%

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

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