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Service-level agreement (SLA) discussion

SLAs use service quality metrics to express measurable QoS characteristics. Select two metrics from the list and provide a descriptive explanation of the importance of including these metrics in the SLA.

Please indicate the priority that should be placed on the metrics you selected when negotiating an SLA. 

  • Availability – up-time, outages, service duration 
  • Reliability – minimum time between failures, guaranteed rate of successful responses 
  • Performance – capacity, response time, and delivery time guarantees 
  • Scalability – capacity fluctuation and responsiveness guarantees 
  • Resiliency – mean-time to switchover and recovery
  • Security – security measures such as anti-virus updates and patching

Length minimum of 500 words.

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