SLAs

Service level agreements are a common feature of enterprise IT. They include guarantees of specified levels of availability and uptime, application response time, end-user support and problem resolution, and – of course – those DR staples of RTO and RPO. However, these SLAs are often a disconnected collection of promises. You could even call them “islands of commitment”, like people talk about “islands of automation” and other items in the IT world that have not been linked together for added business value. That’s a shame, because when used correctly, SLAs for IT in general and for disaster recovery in particular can provide value directly back to the business as a whole. Read more