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August 2009

What you need to know about SharePoint SLAs

If your organization has drafted a SharePoint governance document, then it’s only a matter of time before the subject of service-level agreements, known as SLAs, comes up. Simply put, an SLA is a written agreement that specifies the requirements for server or application uptime and the penalties for not meeting those requirements. Your governance document outlines all of the rules and guidelines about how SharePoint should be used in your organization, so it’s the perfect place to include an SLA. By far the biggest mistake that administrators make in setting up SLAs is coming up with some arbitrary availability number. That’s just taking the easy way out. For some reason, it seems to have become popular for organizations to claim that they can deliver five nines of availability—that’s availability 99.999% of the time. Although it’s really easy to jump on the bandwagon and include this number in your SLA, it’s unrealistic for most small and medium-sized organizations to be able to deliver this type of availability. If you do the ...

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