Page 2 - abacab_Service_Level_Agreement_V1
P. 2
Inhalt
1. Allgemein ............................................................................................................................................................................................ 4
2. Glossar .................................................................................................................................................................................................. 4
2.1 Einstufung der Klassen ........................................................................................................................................................... 4
2.2 Zeit- und Leistungsbegriffe .................................................................................................................................................. 5
Reaktionszeit ................................................................................................................................................................................. 5
Antrittszeit ...................................................................................................................................................................................... 5
Stunden/Arbeitsstunden .......................................................................................................................................................... 5
Bug .................................................................................................................................................................................................... 5
3. SLA-Pakete ......................................................................................................................................................................................... 6
3.1 SLA 9/5 Classic ........................................................................................................................................................................... 6
3.2 SLA 9/5 Premium ...................................................................................................................................................................... 6
3.3 SLA 24/5 ....................................................................................................................................................................................... 6
3.4 SLA 24/7 ....................................................................................................................................................................................... 7
4. Zusammenfassung .......................................................................................................................................................................... 8
5. Standard-SLA-Inhalte für Infrastruktur .................................................................................................................................... 9
5.1 Geltungsbereich ........................................................................................................................................................................ 9
5.2 Servicezeiten ............................................................................................................................................................................... 9
5.3 Verfügbarkeit .............................................................................................................................................................................. 9
5.4 Überwachung und Monitoring ............................................................................................................................................ 9
5.5 Störungsklassen ........................................................................................................................................................................ 9
5.6 Reaktionszeiten ......................................................................................................................................................................... 9
5.7 Wiederherstellungszeiten ...................................................................................................................................................... 9
5.8 Störungsmeldung ..................................................................................................................................................................... 9
5.9 Wartung ..................................................................................................................................................................................... 10
5.10 Backup und Wiederherstellung ..................................................................................................................................... 10
5.11 Sicherheitsmaßnahmen..................................................................................................................................................... 10
5.12 Datenschutz und Datenstandort ................................................................................................................................... 10
5.13 Kapazitätsmanagement .................................................................................................................................................... 10
5.14 Änderungsmanagement ................................................................................................................................................... 10
5.15 Dokumentation .................................................................................................................................................................... 10
5.16 Reporting ................................................................................................................................................................................ 11
5.17 Eskalationsverfahren .......................................................................................................................................................... 11
5.18 Leistungsausschlüsse ......................................................................................................................................................... 11
abacab cloud solutions GmbH 2
