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A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
Microsoft Azure uses large-scale virtualization at Microsoft data centers worldwide and offers more than 600 services. [11] Microsoft Azure offers a service level agreement (SLA) that guarantees 99.9% availability for applications and data hosted on its platform, subject to specific terms and conditions outlined in the SLA documentation.
Microsoft has a similarly named but unrelated software plus service offering called OneDrive for Business (previously SkyDrive Pro [20] [21]). While OneDrive is a personal storage service on the web, OneDrive for Business is a managed cloud storage for business users that replaces SharePoint Workspace. The physical medium on which the ...
Typically, cloud storage Service Level Agreements (SLAs) do not encompass all forms of service interruptions. Exclusions typically include planned maintenance, downtime resulting from external factors such as network issues, human errors like misconfigurations, natural disasters , force majeure events, or security breaches .
Web APIs are the defined interfaces through which interactions happen between an enterprise and applications that use its assets, which also is a Service Level Agreement (SLA) to specify the functional provider and expose the service path or URL for its API users. An API approach is an architectural approach that revolves around providing a ...
The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships. OLA is sometimes expanded to other phrases but they all have the same meaning: organizational-level agreement; operating-level agreement; operations-level agreement. OLA is not a substitute for an SLA.
In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...