Service Level Agreements – Introduction

service_level_agreementSince joining VMware’s internal private cloud provider team and also in my role as a VCDX panelist, I’ve been involved in many conversations around Service Level Agreements (SLA). It soon became apparent that SLA’s are regularly misunderstood, miscalculated and often extremely complicated to define and monitor successfully. So I’ve set myself a challenge to find out more and articulate that back to my readers to share the knowledge.

I’ll be splitting out series of posts on this subject into serval parts. right now, I’m not sure how many parts there will be as I have a feeling the more I dig into the details, the more I’ll uncover more things to talk about. Here are some of the topics that I already know will be covered.

  • Defining a Service Level Agreement
  • Typical Service Level Agreements
    • Availability
    • Performance
    • Recoverability etc
  • How Service Level Agreements are calculated
    • Uptime
    • Login times, Access to CPU/MEM resources
    • RTO/RPO
  • How Service Level Agreements are Monitored/Reported
  • Multiple Service Level Agreements per Environment?
    • Data plane
    • Controle Plane
  • Failing to meet the Service Level Agreement

Can you think of anything else? If so, please add them to the comments below or email me and I’ll make sure they are included

 
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