Solutions

Service Level Agreements

About Service Level Agreements: A Service Level Agreement (SLA) or an Operating Level Agreement (OLA) is an agreement between a customer and a service provider. An SLA or OLA records a common understanding about services, priorities, responsibilities, guarantees, and warranties. An SLA may specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as availability or uptime. This allows customers to be informed and what to expect (the minimum), while providing a measurable (average) target value that shows the level of organization performance.

Key Benefits / Why a Service Level Agreement is Important: A clear SLA is important because it sets boundaries and expectations for the following aspects of service provisioning.

1. Customer commitments: Clearly defined promises reduce the chances of disappointing a customer. These promises also help to stay focused on customer requirements and assure that the internal processes follow the right direction.
2. Key performance indicators for customer service and internal operations: By having these indicators established, it is easy to understand how they can be integrated in a quality improvement process. By doing so, improved customer satisfaction stays a clear objective and easier to measure.
3. The price of non-conformance: If the SLA has penalties then non-performance can be costly. By having penalties defined, the customer understands that the backup provider truly believes in its ability to achieve the set performance levels. It makes the relationship clear and positive.

The OffsiteDataSync Service Level Agreement: We enforce an aggressive and comprehensive service level agreement (SLA) with money back guarantees if service and / or performance levels are not met, defined as follows:

OffsiteDataSync Service & Performance Level Definitions:

1. Restoration Service Level Agreements:
   • Online Delivery of Lost Data: 0 hours – 8 hours; one-month service credit if missed
   • Portable Disk Delivery of Data; 1hour – 36 hours; one-month service credit if missed
     • United Parcel Service Overnight, Express
     • Brinks Secure Armored Delivery, Overnight
     • Restored virtual server with remote access; 1hour – 4 hours / per agreement
2. Service Level Agreement:
   • 99.9% uptime guaranteed; Credit of $100 per hour if missed