Hi all, Is anyone out there using SLAs? I have been tasked to: brainstorm a "checklist" of actions that you or others would need to go through to diagnose and resolve problems in the system. Also, please brainstorm a list of possible failures, and then the required actions to repair these failures. After that I am supposed to meet with my managers to draw up the PDR2 (2nd level problem diagnosis and repair) and Repair documentation and then finally the SLA. To me, by and large, all this blathering sounds like gobbeldeegook, and I want to roll into a fetal ball and make the mean old business types go away!! HELP ME PLEASE!!!
