Argh! Guess who's *also* the Lync guru?? Thanks you guys - just a lot to wrap my head around! I will ask all these questions at the next meeting and see what responses I get. We are a largish org (part of an even larger org), which is why they're looking for SLAs, I think. They want us in the running to be the datacenter in North America.
Thanks again! On Thu, May 14, 2015 at 10:17 AM, Michael B. Smith <[email protected]> wrote: > Exchange (and Lync to a certain degree) are tough. > > > > What does “not working” mean? Does it include client workstations or does > the SLA end at the perimeter of the data-center? Or does it end with your > LAN? Your WAN? Does it include work-from-home? Does it include receiving > email from outside? Does it include sending email to the outside? Does it > include OWA? Does it include UM, POP, IMAP, EAS, and EWS? What if every > single thing is “working”, except you can’t send email to one particular > domain – is Exchange “down?” If you pushed a change to the auto-attendant > this morning and it is missing part of a decision tree so you can’t leave > voicemail, is Exchange “down?” Does it include AV and AS? What is a false > positive considered? What is a false negative considered? > > > > Definitions are important. J > > > > Just to *monitor* Exchange completely is a significant undertaking. Much > less to come up with appropriate operational objectives for a given company… > > > > I’ve been through this process before with a couple of largish > organizations. > > > > *From:* [email protected] [mailto: > [email protected]] *On Behalf Of *Jonathan Raper > *Sent:* Thursday, May 14, 2015 9:35 AM > *To:* [email protected] > *Subject:* RE: [Exchange] SLAs > > > > 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 > > >
