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Sla baseline

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How to baseline your service before you package into SLA

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Sla baseline

  1. 1. SLA -> Baseline From Raymond http://itsmmy.blogspot.com/
  2. 2. What is baseline of our SLA When a service is not able to deliver as what it designated for or in another word - Faulty / Downtime/breakdown/ SOS!!!!!
  3. 3. 1. How to calc ? Choose one approach to grab the audience’s attention right from the start: unexpected, emotional, or simple. ➔ Waterfall approach A pyramid approach , start from the peak where the designated outcome suppose to deliver expected.
  4. 4. 2. A POS Example Wireless router Control hub Receipt printer Kitchen receipt printer POS Terminal ➔ What What is back to back support from each of this device . 4 hour response ? ➔ Who Who are them , how to contact them.their operating hours
  5. 5. 3. List down OLA We need to understand from each vendor on their commitment of services to us ➔ Wireless router /Control Hub Vendor A , warranty 1 yr , exchange with new within 9am-5pm . 2 hour ➔ Receipt printer /POS Terminal Vendor B , 24*7 on call, 5 min response , onsite within 2 hour.
  6. 6. 4. SLA Baseline With the above data , we can package our baseline with our client at minimal risk ➔ For response - Generally we can fix at 5 min response if any customer complaint. ➔ For hardware failure - within 2 hour we can provide 1 to 1 exchange ➔ For service restoration - vendor will be onsite within 2 hour when phone response still not able to fix the problem.
  7. 7. Good luck! Let slide , i will focus more in calculate the availability of services

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