Identify the Main Roles Included in the SLA Indicate roles that are identified within the SLA such as the System Owner, Central Administrator, Data Base Administrator, Production Control Operator, etc. Then as a separate attachment, indicate the individuals who will fill the role and include their preferred contact information, such as phone number, e-mail address, pager, etc. Application User and Volume Metrics. Indicate the conditions for which the Service Level Agreement applies. Define specific user profiles and the number of individuals expected to use the system within each profile.
Availability Indicate when the application needs to be available for use.
Define the application s prime time , or highest period of usage, and the activity that would occur during that time. Also indicate critical times that the system must be available, such as year-end closing times, financial reporting times, month end processing time, etc. These may be time periods outside of the normal working hours that staff need to have the system available for the critical business. It will provide sample current models of system availability that can be selected on the template or used as a starting point for defining availability requirements. Scheduled Application Unavailability Indicate the time period that the system is expected to be down for machine back up, refresh of data, etc.