Thank you - looks like a good place to start!
On Thu, May 14, 2015 at 9:57 AM, Jonathan Raper <[email protected]> wrote: > 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: > > > > 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]] *On Behalf Of *Candee > *Sent:* Thursday, May 14, 2015 9:40 AM > *To:* [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]> 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] > > 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 > > > > >
