Information Systems performance is typically measured by information availability with specific agreements negotiated with internal and external customers. Fewer than on e in 100 Information Systems organizations have converted these end-user requirements into a corresponding service level agreement with their supplier of facility infrastructure uptime. Without a mutual understanding of facility infrastructure capability, and of desired infrastructure performance and reliability, it may be impossible to achieve the agreed upon end-user reliability. This package includes two sample agreements. The more detailed one is currently being used by a 1,000 MIP data center and is derived from four other agreements which we developed or have seen used by various companies.
Readers can customize either agreement to fit their own unique requirements.