A Typical SLA
Thursday, February 04, 2010
5:40 PM
A Typical SLA
Several levels of service: "gold", "silver", "bronze". 
Response time expectations for each service, e.g., 
"gold service: elapsed time between request and response < 0.1 second."
"silver service: elapsed time between request and response < 1.0 second."  
Economic penalty for each response time violation ("SLA violation"). 