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Why A Customised SLA Agreement Is Necessary For Managed Hosting
When you are preparing for an expansion of your business to include an enhanced or new online presence, it is important to know why custom SLA is important for managed hosting services. The Service Level Agreement is the defined level of provided service that the business can expect from the service provider. It is also the definition of components of service that the client will be expected to provide. Each determination is carefully spelled out so that both parties understand fully the rights and responsibilities.
The agreement defines the connectivity for the network. This includes the speed of connection that the client has the right to expect. It also binds the provider to the amount and speed that must be provided by the host equipment. This allows performance to be measured easily as a component of determining whether or not the specifications of the agreement have been met.
The agreement specifies the managed server equipment that will be provided to the client. The model might be specified, along with how obsolescence of a machine will be resolved. Such decision will take into account the age of a machine and such matters as notification and replacement downtime.
Managed hosting should include system monitoring. No client wants to be subject to extended emergency downtime of service. This is a sure way to lose customers or to have a site that is ignored. There must be stated times for scheduled maintenance, but it should be at convenient times as much as is possible. The agreement should spell out the procedure to be followed when there is an emergency issue and maintenance or repair of system elements is required.
Administrative duties are another defined expectation for the host agency. Clients expect to be able to ready someone at the hosting organization, at least during normal working hours. The provider must configure the system and provide maintenance, implementation, setup of the file system and configuration of remote printers. The provider does the hardware installation, the maintenance of the console access system and power distribution system. The provider also does the installation of customer applications and the operating system, but doesn’t do the administration of applications.
The clients expects that the equipment and storage space available at the service provider’s facility will be adequate to handle services and storage needs for the server that is hosted. This storage means room for the operating system, applications and backup needs. The client who needs data storage beyond the expected levels will contract with other providers to take care of these needs for storage.
Once the applications are installed on the server, the maintenance and support of the applications are the responsibility of the client and the application software provider. Regular administration doesn’t come under the responsibilities of the service provider. The client will need to ensure that the service has the room to support the space needs of the application.
Understanding why custom SLA is important for managed hosting is critical to a smooth operation of the entire organization. Keeping the software in prime condition with support and regular maintenance is necessary. Spelling out each part of the terms and identifying where the responsibility lies allows for understanding and smooth operation.
