Message-Id: <10579.113838@fatcity.com> From: "O'Neill, Sean" Date: Fri, 4 Aug 2000 12:45:56 +0200 Subject: RE: Service Level Agreements Kristen, Check out http://home.att.net/~tbcox/ and see paper "Oracle8i Database Backup and Recovery: Planning Metrics and Rules of Thumb". This paper contains some sample SLA's. HTH, Sean :) ###### ###### ###### ###### # # # # # # # # Rookie #### # # ###### ###### Data # # # # # # # # Base # # ####### ###### # # Adminstrator -------------------------------- ------------ Organon (Ireland) Ltd. E-mail: sean.oneill@organon.ie [subscribed: Digest Mode] The only man who never makes a mistake is the man who never does anything. - Theodore Roosevelt > From: "Kristen Cameron" > Date: Thu, 03 Aug 2000 12:49:31 -0400 > Subject: Service Level Agreements > >We are starting to write Service Level Agreements (SLA's) >so that our clients (inhouse clients only) know how to=20 >obtain help, and what they can expect. I'm expected=20 >to write 'database' SLA's. They are only supposed to=20 >be 1-2 pages long, but I suspect I will need to write a=20 >few to cover the various services. > >Items to be covered include: > Title > Short Definition > Service > Response Time > Contacts > >Does anyone else have SLA's in place? Can you send me=20 >a copy? What kind of services do you cover? > >TIA, > >- Kristen Cameron >Indian and Northern Affairs Canada