Service Levels
Access SLA
An Access SLA is a service level commitment covering how quickly and reliably a customer can gain physical…
Service Levels
Availability Commitment
An Availability Commitment is the specific level of service uptime a provider contractually promises, expressed as a percentage…
Service Levels
Cross-Connect Delivery SLA
A Cross-Connect Delivery SLA is the provider's commitment to install a requested physical interconnect within a defined timeframe…
Service Levels
Customer Escalation
Customer Escalation is the defined process by which an unresolved or high-impact issue is raised to progressively more…
Service Levels
Emergency Maintenance
Emergency Maintenance is unplanned, urgent work performed to prevent or resolve an imminent failure or safety risk, carried…
Service Levels
Five Nines
Five Nines refers to 99.999% availability, meaning a system is expected to be unavailable for only about five…
Service Levels
Incident Severity
Incident Severity is the classification of an incident by its business impact and urgency, commonly ranked from Severity…
Service Levels
Maintenance Notification
A Maintenance Notification is the advance notice a provider issues to customers before performing work that may affect…
Service Levels
Mean Time Between Failures
Mean Time Between Failures (MTBF) is the average operating time expected between failures of a repairable component or…
Service Levels
Mean Time to Repair
Mean Time to Repair (MTTR) is the average time taken to diagnose, fix and restore a failed component…
Service Levels
Network Availability SLA
A Network Availability SLA is a provider's guarantee of the uptime of its network or connectivity services, expressed…
Service Levels
Planned Maintenance
Planned Maintenance is scheduled, non-emergency work on facility or service infrastructure carried out during agreed windows with advance…
Service Levels
Power Availability SLA
A Power Availability SLA is the contractual guarantee that electrical power to a customer's equipment will be available…
Service Levels
Remote Hands SLA
A Remote Hands SLA is the service level agreement governing on-site physical support, defining how quickly provider staff…
Service Levels
Resolution Time
Resolution Time is the elapsed period from when an incident is reported to when service is fully restored…
Service Levels
Response Time SLA
A Response Time SLA is a contractual commitment specifying how quickly a provider will acknowledge and begin work…
Service Levels
Service Credit
A Service Credit is the contractual remedy owed to a customer, usually a percentage rebate on fees, when…
Service Levels
Service Level Indicator
A Service Level Indicator (SLI) is the actual quantitative measurement of a service attribute — for example measured…
Service Levels
Service Level Objective
A Service Level Objective (SLO) is a specific, measurable target for a service's performance — such as 99.99%…
Service Levels
Uptime SLA
An Uptime SLA (Service Level Agreement) is a contractual guarantee of the percentage of time a service or…