Watch the clever wording. “multiplied by the number of users impacted by that Incident.”
If I boot patches at 3 am in my org there are zero users impacted and I am at 100. From: [email protected] [mailto:[email protected]] On Behalf Of Jonathan Raper Sent: Thursday, May 14, 2015 9:58 AM To: [email protected] Subject: RE: [Exchange] SLAs Ok, so the first question I would ask is, how much planned downtime do you have each month, in minutes, where mail is either not flowing, or is inaccessible in some way shape or form (Outlook, Exchange ActiveSync, OWA). The second question: do you define SLA outside of planned maintenance? In other words, do you only get dinged for unplanned downtime when calculating SLA, or do you get dinged for planned maintenance as well? From Microsoft’s recently updated Online Services SLA, Exchange Online is stated as follows: Exchange Online Downtime: Any period of time when users are unable to send or receive email with Outlook Web Access. Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula: [cid:[email protected]] where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident. Service Credit: Monthly Uptime Percentage Service Credit < 99.9% 25% < 99% 50% < 95% 100% If you assume a month is 30 days, that = 720 hours, which = 43,200 minutes. 99.9% uptime is 43,157 minutes, which leaves you 43 minutes for downtime. 99.99% leaves you about 4 minutes. 99.0% leaves you about 432 minutes, which is 7.2 hours of down time in a month. Jonathan From: [email protected]<mailto:[email protected]> [mailto:[email protected]] On Behalf Of Candee Sent: Thursday, May 14, 2015 9:40 AM To: [email protected]<mailto:[email protected]> Subject: Re: [Exchange] SLAs Yup - that's the one. "we're going to create SLAs for the business" One of the managers has decided we need them; we've never had them; and now I have to create one. They want the SLA now, and then we'll present it to the manager. If it's not good enough, we'll tell them how much we need to get where they want us to be. Thanks! Candee On Thu, May 14, 2015 at 9:35 AM, Jonathan Raper <[email protected]<mailto:[email protected]>> wrote: What are the business objectives driving the request for SLAs? Does the business have specific objectives, expectations, or requirements that they're trying to meet or was this just an open-ended "we want you to come up with SLA's for Exchange"? Jonathan Sent from my Verizon Wireless 4G LTE smartphone -------- Original message -------- From: Candee Date:05/14/2015 9:31 AM (GMT-05:00) To: [email protected]<mailto:[email protected]> Subject: [Exchange] SLAs Morning! I've been tasked with creating SLAs for our Exchange environment. Does anyone have a favorite template I could use as a jumping off point? Thanks, Candee
