Information Technology Reference
In-Depth Information
Tips 'n Tricks
Elements of a Service Level Agreement (SLA)
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Identify and define your needs.
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Provide a framework for shared understanding.
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Simplify complex issues.
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Reduce potential areas of conflict.
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Encourage dialog in the event of disputes.
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Eliminate unrealistic expectations.
Source: The Service Level Agreement Zone (http://www.sla-zone.co.uk),
accessed on 9 April 2007
AnSLAshouldembraceawiderangeofissues.Themostimmediateandobvi-
ousissuepertainstowhatservicesaretobeprovided.Doservicesincludedata
back-up and at what intervals (daily, weekly, monthly)? In the event of system
failure,atwhatprioritylevelwillasurveyinstrumentberestored?Who,specif-
ically, is responsible? If you are using an application that requires a manual
restart, who is responsible for restarting the research instrument? If and when
the server requires routine maintenance, how will maintenance be planned,
scheduledandcommunicatedandwhowillberesponsiblefordoingeachstep?
Likewise, if the application being used for research requires an update, what is
the process for acquiring the update and installing it? Who is responsible for
performing application updates, including any necessary testing to ensure the
system is fully operational after installation?
Researchers often fail to consider issues like tracking, reporting and perfor-
mance until they are engaged in the research effort. It is easy to be focused on
operationalizing a study and not thinking about the technical details. Then, as
the study commences, the researcher begins to ask questions such as, “How
many people have accessed my site?” and “Is it possible for me to determine
howlongittakespeopletocompletemysurvey?”These,andothers,areuseful
questions. But it is important to keep in mind that, as noted previously, many
technicalemployeeshaveotherobligations.Theyhavebetterthingstodothan
spend time accessing system statistics for one individual. It might be possible
toautomatesomeofthesestatisticssothattheresearchteamcanaccessregu-
lar reports. It might also be something that can be included in the tasks of the
technicalstaff,ifnegotiatedupfront.Althoughthekindsofthingsneededmay
not be known until the study gets under way, it is useful to include some
general thoughts on performance statistics when crafting the SLA.
Working hard to develop a shared understanding of the research project
and mutual expectations does not, necessarily, imply that a project will be
conflict-free.Agoodagreementincludesaprocessforaddressingconflictand
