Service Level  Agreements

 Redmond Worldwide can assist your organization with measuring and maintaining performance and competitive effectiveness of the SLA infrastructure and processes. We will look at your SLA agreement to ensure that you will be provided for at the time of an outage. Some key areas that we consider when reviewing your SLA’s are:

• What percentage of the time services will be available

• The number of users that can be served simultaneously

• Specific performance benchmarks  to which actual performance will be periodically compared

• The schedule for notification in advance of changes that may affect users

• Help desk response time for various classes of problems

• Usage statistics

• The Recovery Plan of the provider of the SLA and their capability to meet your needs in the event of a disaster happening to them

Redmond Worldwide believes that Service level agreements (SLAs) are very useful in evaluating the performance of service providers. SLAs should identify business priorities and required levels of service for different business functions (sales, delivery, ordering, invoicing, etc). SLAs should require periodic reports for evaluating success or failure in meeting business requirementsSuccessful Service Level Management (SLM) requires a proactive approach, yet today most management teams primarily operate in reactive mode. Redmond Worldwide understands that your service level agreement (SLA) is a contract between a Vendor provider and you as the customer that specifies, usually in measurable terms, what services the Vendor will provide.

Today, many Organizations are utilizing internal SLA’s to state what they will and will not do to support other internal areas within the organization at the time of interruption to the business.

Many Internet service providers (ISP)s provide their customers with an SLA. More recently, IS departments in major enterprises have adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers.