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From the magazine SZW-RSDA 4/2019 | S. 385-391 The following page is 385

Der Verfügbarkeits-Service Level bei Cloud- und anderen IT-Outsourcingverhältnissen

In the context of IT outsourcing and cloud relationships, it is customary to agree on performance quality parameters, so-called service levels. These regularly form part of the description of the services to be rendered by the provider. Consequently, service provision in accordance with the service levels at the same time is due fulfillment of the provider’s contractual obligations.

One of the most important service levels is the availability of the systems and applications operated by the service provider. It is usually expressed as a percentage of the operating hours (or other applicable timeframe).

In connection with the agreement on availability, the following parameters must be taken into account or defined (as applicable): (1) systems and applications subject to the service level; (2) target value (agreed availability in percent); (3) relevant reference period (e.g. week, month, year); (4) applicability periods in which the service level is to be fulfilled (i.e. is the service…

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