A companion to this article is a free Disaster Recovery Service Level Agreement template that you can use for disaster recovery products and services. There are many different formats and styles for a disaster recovery SLA, from a simple document to tables with detailed performance expectations for a wide range of activities. As you will see in our Disaster Recovery Service Level Agreement template, key components of SLA development include identifying performance metrics, agreeing with all parties to them, a process for monitoring service delivery against metrics, and a process for evaluating performance and resolving SLA violations. A service level agreement (SLA) is essentially a contract between your organization and the proposed service provider that specifies the products/services to be provided, the performance levels expected from the provider, and the performance expectations set by the customer. It may also specify penalties or remedies for non-compliance with agreed SLAs. SLAs are essential tools to ensure that the products/services you receive are acceptable. 2.2 CherryRoad Disaster Recovery is responsible for the disaster recovery of the technology included in the Subscription Service and customer is responsible for business continuity functions. Disaster recovery is determined by a recovery point objective (RPO) and a recovery time objective (RTO). For a disaster recovery SLA to be successful, the parties must agree on what to deploy, what to do, how to monitor and report on service delivery, and what to do if the SLA requirements are not met. This service should be calculated by Go and include a comprehensive business continuity plan to ensure that every step of the recovery process has been planned and tested. Tip: If you`re hosting your customers` data, see StorageCraft`s HeadStart restore. It allows you to create standby virtual machines with your customer`s replicated data.
If not, you should check out StorageCraft Cloud Services Cloud Premium. Tags: Backup, Disaster Recovery, SLA, StorageCraft Cloud Services 1.6. Recovery point objective (RPO) is defined as the maximum amount of time that data in a provisioned service can be lost due to a serious incident. The restore point is determined by the timestamp of the last backup or database log file that was successfully restored or applied to the disaster recovery environment. Let`s start by breaking down your services into logical components that can be sold and scaled by customer. I like to think of this as creating layers that can be individually shifted or connected to other layers as bundled service offerings. You start at the front row, and then tackle additional service based on each client`s recovery goals, requirements, risk tolerance, and of course, budget. This allows you to write a single terms of service agreement and then add separate service level agreements per service (more on that later).
RPO is a measure of how much data can be lost due to a disaster. For example, if you use tape backup once a day, your potential RPO will consist of data on a day when the disaster occurs at the worst possible time. RTO is the measure of how long systems can be offline in the event of a disaster. An example of this is the time it would take to bring backup systems online with a replication and failover solution. These two metrics allow you to create a measurable SLA that can be presented to the end-user community to let them know when their systems will be back online and what to expect when the process is complete. However, these measures alone can`t help if you don`t know what your end users expect from disaster recovery systems. When planning to deploy disaster recovery services for contracted technologies, a service level agreement is probably one of the most important items on your checklist. You can customize the service level agreement template included in this article to support various IT situations, although the template focuses on disaster recovery.
Disaster recovery is about preparing for and recovering from a disaster. Any event that has a negative impact on the continuity of your business or finances can be called a disaster. It can be a hardware or software failure, a network outage, a power outage, physical damage to a building such as fire or flood, human error, or another significant disaster. 1.5. The “Recovery Time Objective” (RTO) is defined as the maximum period during which a service provided must be restored after a serious incident. Recovery time is determined by the time that elapsed between the notification of a disaster and the recovery of the service provided. The AWS Cloud supports many popular disaster recovery (DR) architectures, from “lightweight driver” environments, which can be suitable for small customer workload data center failures, to “hot standby” environments that enable rapid failover at scale. With data centers in regions around the world, AWS offers a range of cloud-based disaster recovery services that enable rapid recovery of your IT infrastructure and data.
The following are some examples of services that are candidates for the internal measures included in a disaster recovery SLA: To evaluate the performance of disaster recovery service level agreements, benchmarks such as Level 1 and Level 2 indicators must be in place. High-level disaster recovery measures are considered Level 1. What is the difference between a service level objective and a service level agreement? Examples of service level agreements for externally deployed services include: 1) On-premises backup with restore as a service – In this offering, you configure a scheduled backup on a local appliance/server and promise to replace the customer`s systems and/or data in the event of loss or disruption, but of major disaster (something, which makes their location unusable), to be able to restore locally. The time you need to restore depends mainly on whether you are using a remotely accessible backup server with virtualization capabilities or whether you intend to ship a truck with a utility case. Each customer has a different recovery time objective (RTO). Your ability to meet this RTO is what you need to charge and then commit to meeting your SLA – at a fair price. Selling or renting the backup appliance/server hardware is your choice. Each option has its advantages and disadvantages. In any case, you typically want to charge an installation fee that covers your hard and incidental costs, as well as a monthly service fee that allows you to spread the risk of potential costs associated with potential recovery among the rest of your customers based on the likelihood of a server failure.
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