



What are the typical responsibilities of an SLA manager? How does the role of an SLA manager interact with other roles within the IT organization?
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- How frequently are data backups performed according to the SLA?
- What are the best practices for communicating service level targets and performance to stakeholders?
- What are the dispute resolution mechanisms outlined in the termination clauses?
- What are the advantages of using a customer-based SLA?
- How are target response and resolution times determined for different priority levels?
- What are the agreed-upon thresholds for resource utilization? How are capacity upgrades or adjustments planned and implemented?
- Who should be involved in the process of creating and reviewing SLAs?
- What are the disadvantages of using a customer-based SLA? Can you explain service-based SLAs?
- How are data backups and recovery for applications addressed in the SLA? What are the guaranteed levels of network availability and uptime?
- Can you describe a hierarchical structure for a multi-level SLA?
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