



How should service availability be defined in an SLA? What are planned and unplanned downtime, and how are they handled in SLAs?
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what are the 3 types of sla
- How can you ensure that IT SLAs support and enable business objectives?
- Can you provide a scenario where a customer-based SLA would be most suitable? Can you provide a scenario where a service-based SLA would be most suitable?
- Who are the different parties involved in a multi-level SLA? What are some examples of multi-level SLAs?
- What types of training materials and resources can be used to educate employees about SLAs? How can you reinforce SLA awareness and the importance of meeting SLA targets within the organization?
- How are data retention policies addressed in the SLA? What are the SLA considerations for performance testing and monitoring services?
- What are the target performance metrics (e.g., load time, response time) defined in the SLA? How are performance issues identified, diagnosed, and resolved?
- How can you standardize language and terminology used in different SLAs?
- What happens if an SLA target is not met?
- What are the remedies for breaches of third-party SLAs?
- What are the expected response times for different application features or transactions? How are application errors and bugs handled according to the SLA?
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